Technical Support Engineer

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

📋 Description

• Act as the primary contact for customer inquiries through both case and phone channels.

• Diagnose configuration, workflow, scripting, integration, and performance-related issues.

• Reproduce reported issues in controlled settings and conduct test validations to verify behaviors.

• Record comprehensive reproduction steps, troubleshooting efforts, and solutions in Salesforce.

• Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects.

• Manage cases until resolution or appropriate handoff, ensuring timely updates and effective communication.

• Enhance the knowledge base with new solutions, FAQs, and improvements to processes.

• Engage in swarm sessions to expedite the resolution of widespread or critical issues.

• Achieve or surpass KPIs related to response time, resolution time, and customer satisfaction.

• Advocate for the customer's perspective and provide insights on product usability and deficiencies.

⛳️ Requirements

• 1–3 years of experience in SaaS technical support or a similar customer-facing troubleshooting role.

• Understanding of web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).

• Proficiency in application configuration, user roles, and permissions management.

• Excellent analytical, written, and verbal communication abilities.

• Capability to handle multiple priorities in a dynamic environment.

• Experience with Salesforce Service Cloud or a comparable CRM system.

• Proven curiosity, accountability, and commitment to follow-through.

🏝️ Benefits

• Annual bonus target (discretionary bonus based on company and individual goal achievement).

• Flexible time off.

• Comprehensive medical, dental, and vision plans.

• Family planning benefits.

• 401(k) retirement savings plan with company match.

• Health savings account with company contributions.

• Flexible spending account.

• Life, accident, and disability coverage.

• Business travel insurance.

• Employee assistance programs.

• Additional well-being benefits.