Technical Support Engineer

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

📋 Description

• Investigate customer feedback regarding missed, incorrect, duplicate, or bounced notification emails and documents, identify the root cause, and escalate to engineering with thorough context.

• Establish and maintain customer configurations, encompassing naming conventions, distribution lists, case follow-ups, and client codes.

• Manage accounts and users, including Single Sign-On (SSO), domain modifications, trial management, and subscription corrections.

• Assist enterprise clients during onboarding and integration with their document management systems, collaborating closely with their IT teams.

• Troubleshoot data and web application issues, such as duplicate cases, inaccurate case details, and download complications, transforming recurring issues into runbooks and product feedback.

• Automate repetitive tasks for yourself and the broader customer success team using self-service tools and runbooks.

• Utilize support and operations tools like HubSpot, Jira, Confluence, and Slack, in addition to logs, dashboards, Ruby/Rails, and SQL, for investigation, minor fixes, and automation.

⛳️ Requirements

• Practical experience in resolving technical issues for customers in support, support engineering, implementations, or a comparable role, along with the ability to work independently.

• Strong troubleshooting capabilities: you develop hypotheses, isolate variables, and trace problems through logs and data.

• Proficient in one or more programming languages, as well as SQL, for troubleshooting and issue resolution.

• Comfortable working with CSV and spreadsheet data, demonstrating care when implementing bulk changes.

• Knowledge of email delivery fundamentals, including bounces, suppression lists, SPF, DKIM, and DMARC.

• Excellent written and verbal communication skills, including the ability to explain technical matters to non-technical audiences.

• Good judgment regarding when to resolve issues independently and when to escalate them.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• Flexible work hours and the possibility of remote work.

• Professional development opportunities and ongoing training.

• A dynamic and inclusive work environment that encourages collaboration.