Technical Support Engineer

Job Description:

• Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
• Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout.
• Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback.
• Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume.
• Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
• Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
• Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.

Requirements:

• 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
• Strong troubleshooting and problem-solving skills across web-based applications and integrations.
• Familiarity with REST APIs.
• Proficiency in networking concepts and protocols.
• Experience in browser dev tools.
• Proficiency in SQL.
• Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
• Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
• Familiarity with Kibana is a plus.
• Scripting is a plus.

Benefits:

• flexible PTO
• health insurance plans (medical, dental, vision)
• a monthly stipend for phone and internet
• 401k
• flexible spending account
• home office stipend