Senior Technical Support Engineer

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

📋 Description

• Oversee the support queue and address product-related inquiries via live chat, email, and video calls.

• Act as a technical resource for customers in collaboration with the Success Architect team.

• Collaborate with engineering to identify, troubleshoot, and report operational issues.

• Examine, identify, and prioritize product bugs.

• Work alongside the product team to prioritize customer feedback and translate it into actionable insights for the product roadmap.

• Enhance documentation, processes, and the knowledge base.

• Engage in the incident response team and deliver crucial communications during critical events.

• Assist leadership in refining customer operations strategies, enhancing speed, efficiency, and overall experience.

⛳️ Requirements

• A bachelor's degree is mandatory.

• A minimum of 5 years of experience providing support within a B2B SaaS environment.

• Capability to articulate complex features and functionalities to both technical and non-technical users with empathy and technical acumen.

• Exceptional interpersonal, communication, and writing abilities.

• Comprehensive knowledge of Salesforce CRM.

• Familiarity with marketing automation systems such as Marketo, Pardot, HubSpot, and Eloqua.

• Basic understanding of JavaScript and API errors.

• Awareness of web technologies, including website architecture, custom forms, and UTM parameters.

• Knowledge of platform technologies, including email services and LLMs.

• Proficient in analyzing issues and resolving complex problems.

• Eagerness to develop a career in Technical Support.

• Candidates will undergo resume and qualification evaluations using AI tools; final hiring decisions will be made by human decision-makers.

🏝️ Benefits

• Time off programs.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Mental health support.

• Paid parental leave.

• Life insurance.

• Disability insurance.

• 401(k).

• Employee stock purchase program.

• Incentive compensation, equity, and benefits may be available for specific roles.