Technical Support Engineer

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

📋 Description

• Handle 10–12 customer tickets daily through Zendesk while adhering to quality benchmarks.

• Resolve customer inquiries by utilizing internal tools and resources.

• Forward complex issues to the Engineering or Partnership teams for further resolution.

• Oversee issues from their initial indication to final resolution.

• Maintain communication with customers and internal teams during the resolution process.

• Collaborate with fellow Technical Support Engineers on projects aimed at enhancing internal and external workflows.

• Participate in brainstorming sessions and project implementation related to tools, documentation, and process enhancements.

• Support go-to-market teams with customer escalations.

• Work together with EPD teams to resolve issues effectively.

⛳️ Requirements

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

• At least 6 months of experience with REST APIs, SQL, CSS, HTML, and JavaScript or Python.

• Familiarity with ticketing systems and tools such as Zendesk and Jira.

• Understanding of data visualization tools like Mode.

• A genuine interest and enthusiasm for Support.

• Dedication to delivering a world-class customer experience.

• Excellent written and verbal communication skills.

• Self-motivated with the capability to work independently.

• Strong time management skills and the ability to prioritize effectively.

• Reside in the Pacific Time Zone (PST/PDT) and available to work during Pacific Time business hours.

🏝️ Benefits

• Equity

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) plan

• Comprehensive benefit plan