Technical Support Engineer I

Job Description

• Provide efficient and accurate technical support for Observe.AI’s product to ensure customer satisfaction • Improve deflection rate of engineering-based escalations by increasing support technical acumen and owning engineering tasks over time • Become the liaison with Engineering and Product to escalate bugs, outages, and product requests • Collaborate with Customer Success, Onboarding, and Product to drive outstanding customer experience • Analyze where users are getting stuck and provide potential workarounds + KB articles • Proactively identify opportunities to improve team processes • Provide support for integrations including Telephony Platform, Web Conferencing, API, Salesforce, and other 3rd party integrations • Driving a “customer first” mindset to the team and collaboratorsSelf-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment • Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

Qualifications

• 2+ year as a Technical Support Engineer on a B2B SaaS Support team • Working technical knowledge of SaaS applications, cloud integrations, and architecture • Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback) • The ability to prioritize multiple tasks and projects simultaneously while still executing on high-level objectives • Excellent verbal and written communication skillsProven track record of demonstrated ability to dive into the weeds and find out solutions • Scripting knowledge is good to have

Benefits

• Excellent medical, dental, and vision insurance options • Flexible PTO • Generous holiday (federal and wellness) recognition and parental leave policies • 401K plan to save for your future • Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment • Learning & Development fund to support you in your continuing education journey and professional development • Fun events to build culture across the organization