Technical Support Engineer

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

📋 Description

• Oversee the Technical Customer Support Queue: Handle incoming support tickets and inquiries via our ticketing system, ensuring prompt responses and resolutions that align with or surpass established SLAs.

• Collaborate Across Teams: Work closely with R&D and Product teams to escalate and prioritize bugs, feature requests, and UX enhancements—serving as the customer's advocate throughout the process.

• Customer Communication: Deliver clear and consistent updates to customers regarding the status of their requests, issues, and feedback.

• Develop and Maintain Documentation: Create and continuously refine self-service resources, including FAQs, how-to guides, and troubleshooting documents, to empower customers and minimize ticket volume.

• Monitor and Report Metrics: Take ownership of essential support KPIs such as response time, resolution rate, and customer satisfaction; identify patterns and opportunities for process enhancement.

• Facilitate Customer Success: Support the delivery of training sessions, onboarding materials, and assist in customer education initiatives.

• Streamline Support Processes: Identify inefficiencies in support workflows and implement solutions that enhance speed, quality, and efficiency.

⛳️ Requirements

• 3–5 years of experience in a customer-facing technical support or engineering support capacity, preferably in a SaaS environment.

• Strong troubleshooting and problem-solving abilities across web-based applications and integrations.

• Knowledge of REST APIs.

• Understanding of networking concepts and protocols.

• Experience utilizing browser developer tools.

• Proficiency in SQL.

• Excellent empathetic communication skills, with the ability to clearly explain technical issues to diverse audiences.

• Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).

• Experience with Kibana is an advantage.

• Scripting experience is a plus.

🏝️ Benefits

• Flexible PTO

• Health insurance plans (medical, dental, vision)

• Monthly stipend for phone and internet

• 401k

• Flexible spending account

• Home office stipend