Technical Support Engineer

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

📋 Description

• Oversee and address incoming technical support inquiries through the ticketing system.

• Deliver exceptional technical support to Branch customers.

• Analyze and troubleshoot intricate issues and software bugs.

• Reproduce issues and examine logs to determine underlying causes.

• Work in tandem with Customer Success Management, Product, and Engineering departments.

• Champion customer requirements and ensure prompt resolutions.

• Achieve or surpass deadlines and SLAs during peak activity periods.

• Utilize Zendesk, Guru, Notion, and JIRA to document solutions effectively.

• Enhance the internal knowledge repository.

• Stay updated on new technologies and Branch product enhancements.

⛳️ Requirements

• Minimum of 2 years in a technical, customer-facing position.

• Demonstrated success in delivering outstanding customer experiences.

• Excellent interpersonal communication skills.

• Capability to simplify complex technical concepts into clear, actionable guidance.

• Proficient in SQL and APIs.

• Practical experience with Chrome Developer Tools for troubleshooting web applications.

• Ability to handle multiple tasks and manage a substantial volume of tickets while maintaining quality and attention to detail.

• Quick learner of new technologies.

• Enthusiasm for resolving complex product and technical inquiries.

• Nice to have: experience with mobile SDKs or native mobile application code, including building or troubleshooting.

• Nice to have: familiarity with JavaScript, HTML, and CSS.

• Nice to have: previous experience in Mar-tech or a rapidly growing SaaS environment.

🏝️ Benefits

• Equity options available for eligible positions.

• Health and wellness programs.

• Paid time off.

• Retirement planning options.