Product Support Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Act as the main point of contact for technical support inquiries from enterprise clients.

• Deliver expert guidance in addressing production challenges, including diagnosing and troubleshooting platform-related issues.

• Assess and escalate complex matters to engineering teams, ensuring thorough documentation of diagnostics and context.

• Address customer inquiries regarding platform functionalities, integrations, and configurations.

• Keep comprehensive records of all customer interactions and resolutions within the support system.

• Work collaboratively with internal teams to ensure that customer feedback drives product improvements.

• Assist in the development and upkeep of a comprehensive knowledge base to provide customers with self-service resources.

• Perform post-mortem analyses to determine root causes and suggest preventive strategies.

• Serve as a trusted advisor, guiding customers on best practices for effectively utilizing the Cytora Platform.

• Create self-service troubleshooting documentation for both customers and the internal Centre of Excellence.

⛳️ Requirements

• Proven experience in a client-facing elevated technical support or analyst position.

• Hands-on experience working with REST APIs.

• Capability to work with JSON schemas.

• Background in troubleshooting production environments and testing new features.

• Demonstrated ability to diagnose and resolve technical challenges.

• Familiarity with Postman/Datadog.

• Knowledge of Git.

• Strong communication and interpersonal skills for effective customer interaction.

🏝️ Benefits

• Competitive salary

• Flexible working arrangements and remote options

• Budget for professional development and access to conferences

• Annual company retreats

• A mission-driven culture that prioritizes people