Product Support Engineer

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

📋 Description

• Respond to customer inquiries regarding the product on a diverse array of topics.

• Create and update knowledge base materials, including troubleshooting guides and feature overviews.

• Utilize Centralize daily, provide feedback, and contribute to shaping the roadmap.

• Collaborate closely with the engineering team to resolve bugs and troubleshoot problems.

• Assist in developing a scalable support system.

• Enhance support processes with the integration of AI.

• Establish Centralize’s support function from the ground up.

• Manage customer support channels comprehensively.

• Supply product feedback, insights for the roadmap, and innovative process ideas.

⛳️ Requirements

• A minimum of 2 years of experience, preferably in technical support, customer engineering, or a comparable customer-facing technical position at a rapidly growing SaaS or tech firm.

• Comfortable serving as the initial point of contact for customers.

• Sufficient technical knowledge to investigate logs and navigate an unfamiliar codebase to assist in diagnosing issues.

• Outstanding written and verbal communication skills.

• Strong sense of agency.

• Remote or hybrid work options available within the United States.

• Extremely proficient written and verbal communication abilities.

• Comfortable engaging with customers frequently through chat and video.

• A technical background and eagerness to learn are significant advantages.

• A high degree of agency with a proactive, can-do attitude.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance coverage.

• 401(k) plan.

• Parental leave policy.

• Unlimited paid time off along with company holidays.

• Quarterly offsite events.

• Equipment stipend provided.

• Equity opportunities.