Customer Support Engineer

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

📋 Description

• Take ownership of and oversee customer-reported product issues, ensuring they are resolved within established Service Level Agreements (SLAs).

• Conduct root cause analysis and collaborate with relevant engineering teams to facilitate issue resolution.

• Identify and address product and third-party integration problems, encompassing both technical and non-technical aspects.

• Examine, document, and escalate complex or systemic issues to engineering teams.

• Provide on-call support for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule.

• Work in conjunction with product management, engineering, and site reliability engineering teams to recognize recurring issues and opportunities for performance enhancement.

• Serve as the “voice of the customer” by conveying insights and feedback to guide product improvements.

• Develop, maintain, and contribute to technical documentation and knowledge base articles for both internal teams and customers.

• Keep abreast of new products and services through regular monthly updates.

• Operate independently, making informed decisions while managing issues from start to finish.

⛳️ Requirements

• A minimum of 3 years of experience in a fast-paced technical support, application support, or a similar engineering position.

• A Bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or a comparable field (or equivalent practical experience).

• Strong troubleshooting capabilities with a demonstrated customer-focused approach.

• Hands-on experience with tools and technologies such as: Kibana, Elasticsearch, MySQL, MongoDB, Browser Developer Tools, REST APIs / OpenAPI, RabbitMQ, Java Debugging, and Python Scripting.

• Ability to work autonomously, manage multiple priorities, and take ownership of issues from inception to resolution.

• Willingness to work flexible hours and participate in holiday/on-call rotations to fulfill customer SLA obligations.

• Exceptional written and verbal communication skills for effective engagement with customers and internal stakeholders.

• Proficient with support tools, CRM systems, and remote support technologies.

• Flexibility to adapt to changing industry trends and a dynamic support environment.

• Previous experience in supply chain or logistics sectors is an advantage.

🏝️ Benefits

• Discretionary bonuses

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