Customer Support Engineer

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

📋 Description

• Serve as the main point of contact for advanced technical support and customer inquiries related to products.

• Provide assistance to customers via email and live calls.

• Exhibit comprehensive knowledge of the product suite, encompassing features, functionalities, APIs, SAML, and SSO integrations.

• Diagnose and resolve intricate technical issues.

• Examine technical problems reported by customers and collaborate with product and engineering teams to pinpoint root causes and implement solutions.

• Create and update technical documentation, including FAQs, knowledge base articles, developer API documentation, and troubleshooting guides.

• Facilitate customer training sessions as required.

• Work alongside product development and quality assurance teams to communicate feedback, recommend enhancements, and address bugs and issues.

• Remain updated on industry trends and best practices, sharing insights with customers.

• Enhance customer support processes, workflows, documentation, and initiatives focused on customer satisfaction.

⛳️ Requirements

• Minimum of 3 years of experience in a technical support role, including at least 1 year in a Tier 3 or equivalent capacity.

• Awareness of the MVC design pattern.

• Ability to navigate a large, scaled codebase to comprehend back-end API behavior and identify potential bugs for escalations.

• Experience in testing API endpoints and familiarity with basic API backends.

• Proficient in troubleshooting APIs, SAML, SSO, integrations, and data connectors.

• Knowledge or experience with Ruby on Rails.

• Familiarity with Git and GitHub.

• Understanding of RESTful services, JSON, XML, OAuth, Python, and other web technologies.

• Experience with network protocols, authentication methods, and security protocols.

• Knowledge of relational database concepts and experience with SQL.

• Ability to critically and methodically diagnose and resolve complex technical issues.

• Excellent written and verbal communication skills, with the capability to convey technical information to both technical and non-technical audiences.

• Strong customer service orientation.

• Ability to collaborate across teams, particularly with Engineering.

• Preferred: experience with Zendesk, Salesforce, or similar customer support platforms.

• Preferred: familiarity with AWS, Azure, and DevOps practices.

• Preferred: previous experience in SaaS.

• Preferred: certifications or experience related to troubleshooting/testing APIs, SAML, or similar technologies.

• Plus: experience in fleet management or fleet management software.

• Plus: ability to communicate in more than one language other than English.

🏝️ Benefits

• Options for health, dental, and vision coverage.

• Incentive stock options.

• Paid time off (PTO).

• Community service funds.

• Professional development funds.

• Wellbeing fund.

• Business expense stipend.

• New high-end laptop and new hire equipment stipend.