Senior Technical Support Engineer | Remote US

Job Description

• Understand, troubleshoot, triage, and diagnose customer reported issues. • Update customers and internal teams on progress of customer issues using their technical knowledge and unique solutions. • Test and replicate customer issues as part of troubleshooting process. • Work closely with engineering to resolve customer reported issues. • Work closely with Customer Success to understand customer concerns and consistently deliver value. • Work closely with Product Management to define new requirements and use cases from customer issues and feedback. • Assist management in creating training materials for customers and team members. • Advocate on behalf of customers internally to ensure positive experience.

Qualifications

• 5+ years of technical support experience or other technical experience • Experience supporting enterprise software systems in SaaS environments. • 2+ years Customer support experience • Technical troubleshooting skills • Experience with browser debugging and http error codes. • Experience troubleshooting external dependencies. • Experience with MongoDB and Microsoft Sql Server • Experience with Rest APIs • Experience with Authentication protocols: SAML, SSO • Ability to read and understand JSON and XML • Familiarity with Excel for managing reports. • Strong analytical skills and ability to break up complex problems into individual issues. • Ability to work independently and as a team player. • A passion for excellent customer experience and a proven track record of putting customers first. • Excellent written and verbal communication skills • Strong organizational skills with the ability to multi-task in a fast-paced environment

Benefits

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