Technical Support Representative

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

📋 Description

• Address complex and escalated issues for high-value or critical clients.

• Collaborate directly with clients to comprehend their concerns, document them in a case, and work towards a resolution.

• Maintain SLA's concerning responsiveness on individual cases.

• Act as an escalation point for Customer Support Representatives and serve as the resident product subject matter expert for a specific product team/suite.

• Take ownership of technical issues, collaborating with Engineering and product teams to resolve more advanced problems when needed.

• Validate and identify product bugs and document the expected behaviors for resolution.

• Coordinate teams, arrange client troubleshooting sessions, and provide both written and verbal summaries.

• Resolve escalated customer complaints, particularly technical ones, without requiring intervention from team leads or management.

• Provide on-call support.

• Assist in training junior team members and customer support representatives on our software and processes.

• Update the ticket tracking system to ensure an accurate and current status of support issues.

• Create Knowledge Base articles to enhance the knowledge for managing support issues.

• Possess the ability to troubleshoot issues ranging from simple single failures to complex multi-faceted problems.

⛳️ Requirements

• Minimum of 1 year experience in providing technical support for cloud-based software or services.

• Capable of articulating complex technical issues to both experts and technical novices.

• Familiarity with ticketing systems such as Zendesk, JIRA, Salesforce, or others.

• Hold a technical degree in Computer Science or possess equivalent experience (2+ years).

• Preferred, but not mandatory: Experience with relational databases (MSSQL & PostgreSQL preferred).

• Experience in administering Windows desktops, servers, and embedded systems.

• Knowledge of enterprise SaaS or web-hosted software.

• Familiarity with streaming/video playback.

• Experience with GitHub, CI/CD, and software deployment.

🏝️ Benefits

• Employee Resource Groups to promote diverse voices.

• Coffee with Mark sessions – Our employees have the opportunity to engage with our CEO on significant and sometimes challenging topics, including mental health, work-life balance, and current affairs.

• Microsoft Teams communities that focus on wellness, art, pets, family, parenting, and more.