Technical Support Engineer – PST

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

📋 Description

• Deliver prompt, empathetic, and clear communication to assist users in resolving issues while ensuring a positive and memorable support experience.

• Diagnose and troubleshoot intricate technical problems across our platform, working alongside engineering teams to escalate and address issues as necessary.

• Regularly meet key performance metrics, including response times, resolution times, and customer satisfaction ratings.

• Recognize patterns in support inquiries to tackle root causes, anticipate user needs, and enhance the product.

• Work closely with engineering, product, and customer success teams to optimize processes and improve the overall user experience.

• Promote a culture of continuous learning by sharing knowledge, mentoring colleagues, and contributing significantly to a comprehensive knowledge base that empowers users.

⛳️ Requirements

• Over 3 years of Technical Support experience delivering end-user support on complex, feature-rich, and continuously evolving B2B SaaS platforms.

• Proven track record of providing support through Slack, live chat channels, and email.

• Skilled in real-time troubleshooting, including video conferencing and remote access capabilities.

• Exceptional written and verbal communication abilities.

• Self-motivated individual with experience adapting to and working within a rapidly changing SaaS environment in an early-stage startup.

• Demonstrated capability to work autonomously and manage multiple tasks effectively.

🏝️ Benefits

• Committed to providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.