Technical Support Engineer

What you'll be doing

Diagnose and troubleshoot technical issues reported by customers with a focus on providing accurate and timely solutions

Develop and maintain a comprehensive understanding of our products and services

Stay informed about industry trends, updates, and new technologies to better assist customers

Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently

Document and track customer issues, ensuring thorough and accurate records for future reference

Create and update technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently

Conduct training sessions for customers and internal teams on product features and best practices

Gather customer feedback and insights to contribute to the continuous improvement of products and services

Advocate for customer needs within the organization, ensuring a customer-centric approach to product development

Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency

Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

Collaborate with other departments as needed to resolve customer issues

Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Adhere to company policies and procedures

Meet or exceed performance targets for related KPIs

Perform other duties as assigned

What we're looking for

Minimum of 3 years of enterprise software support experience

Demonstrated ability to troubleshoot basic support and technical issues in complex software environments

Working knowledge of SaaS tech stack including such as, REST-based API services, JSON, and scripting, SSO / SAML / ADFS and general security concepts and controls, Enterprise Email, Telephony, and Web Chat infrastructure and configurations, Reporting, analytics, and data flow across multiple web-based and on-premise platforms, Knowledge of common SaaS integrations and webhooks

Understanding of JavaScript, SDK, CSS, HTML, browser developer console: Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples, Logging software (e.g.: SumoLogic): Ability to create queries and find required logs, Basic familiarity with AI and LLM concepts

Strong problem-solving and analytical skills

Excellent communication skills, both written and verbal

Data models: Experience with understanding data models; some experience with building custom reports (e.g., SQL, Looker) preferred

What we offer

Competitive compensation

Adherence to government-mandated benefits

Retirement Savings Program with Company Matching

Life Insurance

HMO on day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and personal and professional development

Employee Referral Program

Beautiful office space

Free lunch provided daily

Industries: Outsourcing/Offshoring

Function: Web Development