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 resolve intricate issues and software bugs.

• Replicate problems and examine logs to determine underlying causes.

• Collaborate with teams in Customer Success Management, Product, and Engineering.

• Advocate for customer requirements and guarantee prompt resolutions.

• Achieve or surpass deadlines and service level agreements during peak periods.

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

• Enhance the internal knowledge repository.

• Stay updated on new technologies and Branch product advancements.

⛳️ Requirements

• A minimum of 2 years in a technical role that involves customer interaction.

• Demonstrated success in delivering outstanding customer experiences.

• Excellent interpersonal skills.

• Capability to convey complex technical ideas into straightforward, actionable guidance.

• Proficiency in SQL and APIs.

• Practical experience with Chrome Developer Tools for troubleshooting web-related issues.

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

• Quick learner of new technologies.

• Enthusiasm for resolving complex product and technical queries.

• Preferred: experience in developing, working with, or troubleshooting mobile SDKs or native mobile application code.

• Preferred: knowledge of JavaScript, HTML, and CSS.

• Preferred: prior experience in Mar-tech or within a rapidly growing SaaS company.

🏝️ Benefits

• Equity opportunities for eligible positions.

• Health and wellness initiatives.

• Paid time off benefits.

• Options for retirement planning.