Technical Support Engineer

Job Description

• Research, diagnose and resolve complex technical issues with our SaaS platform • Learn and leverage the knowledge of our internal business analytics and other troubleshooting tools to help identify client problems • Document, track, and work to resolve some Tier 2, and primarily Tier 3 support items • Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers, customer success managers, and executives) • Partner with other members of the Customer Success team to document key product functionality • Prioritize and manage several open issues at the same time • Create and evolve customer support processes, tools, and technologies • Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements

Qualifications

• 2-3 years of experience in a similar technical role working in a SaaS or IT environment • Experience with a ticketing system (eg. Salesforce Service Cloud, Jira) • Demonstrate proactive approaches to problem-solving with strong decision-making capability • Ability to provide step-by-step technical help, both written and verbal, and explain technical concepts to both a technical and non-technical audience • Build and maintain both internal and external relationships • Strong attention to detail, highly organized, and a quick, curious learner • Ability to multitask and manage multiple items simultaneously • Demonstrated customer communication skills • Able to work M-F 8am-5pm PDT 

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service