Associate Technical Support Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Serve as the main point of contact for incoming support inquiries.

• Deliver thorough assistance for Tier 1 and select Tier 2 issues.

• Evaluate and resolve concerns related to platform functionality and integrations.

• Direct complex technical challenges to advanced engineers or internal partners.

• Oversee support interactions that involve REST APIs and authentication processes.

• Maintain a professional dialogue with customers, providing consistent status updates.

• Utilize internal systems such as Intercom and Jira to manage ticket lifecycles.

• Create content for the knowledge base and assist in developing help articles.

• Conduct technical validation and testing to reproduce bugs reported by users.

• Recognize emerging support trends and share insights with the team.

• Collaborate with Product and Engineering teams to enhance user experience.

⛳️ Requirements

• Up to two years of professional experience in a SaaS support, IT desk, or customer-focused technical setting.

• Outstanding communication skills, both written and verbal.

• Commitment to customer success along with the adaptability to excel in a startup environment.

• A natural inquisitiveness and a basic understanding of cloud-native systems and API frameworks.

• Excellent organizational abilities and a keen attention to detail.

• Proficiency in navigating support systems and task management tools like Intercom or Jira.

• Capability to work collaboratively in a team while seeking additional technical support.

🏝️ Benefits

• Up to 100% employer-paid premiums for medical coverage for employees and their dependents.

• Pension plan where employees contribute 5% and the employer contributes 4%.

• Paid Parental Leave policy available after six months of employment.

• Kindbody fertility and family-building benefits.

• Annual stipends for professional and personal development.

• Access to a variety of internal learning opportunities.

• Flexible vacation policy along with paid holidays.