Technical Support Engineer

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

📋 Description

• Manage incoming tickets within Pylon.

• Directly resolve issues where possible, and triage others according to the workflows established by the Support Engineering Team.

• Gather and document logs, reproduction steps, and environmental details required by Engineering to address a bug prior to escalation.

• Identify trends in customer inquiries and collect sufficient context to present them to Product as legitimate feature requests.

• Create and update help documentation and self-service resources so that customers can resolve common issues independently without submitting a ticket.

• Transform the troubleshooting process into runbooks to ensure that recurring problems do not require re-resolution.

• Uphold strong adherence to SLAs and maintain high CSAT scores within your queue.

⛳️ Requirements

• A minimum of 5 years of experience in technical or customer support, addressing genuine product issues rather than following a fixed script.

• Knowledge of ticketing systems such as Pylon.

• Proven ability in bug triage methodologies and excellent written technical communication skills.

• A proactive troubleshooting approach that seeks to understand the "why," not merely providing "workarounds."

• Comfortable in collecting technical details, including logs, reproduction steps, and environmental information.

• A strong commitment to achieving results for customer issues.

• Experience in writing and maintaining evergreen documentation for internal use.

• Proficient in troubleshooting API problems, interacting with relational databases, and utilizing observability tools and logs.

🏝️ Benefits

• The expected compensation range for this role may differ based on experience, skills, qualifications, location, and business requirements.

• Alongside the base salary, this position may qualify for bonuses, equity, and a comprehensive benefits package.