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