Technical Support Engineer

Job Description

• Demonstrate a deep understanding of the software and best practices • Comfortable with a fast paced and dynamic work environment • Execute the support Service Level Agreements (SLA’s) to ensure timely issue resolution • Facilitate customer meetings and communicate with sales, engineering, and product teams • Research and identify solutions from internal and external resources to provide accurate solutions to requests • Work with customers to replicate problems to fully understand and document their issues • Properly escalate high priority issues to appropriate internal teams • Ability to prioritize and manage several open issues at one time • Assure quality of issue resolution - bug fixes, configuration changes, and enhancements • Train customers to ensure understanding and success with the platform • Provide input to the engineering, services, and product team about issue trends and suggested improvements • Author knowledge base articles to educate customers and reduce support tickets

Qualifications

• Currently based in the US • Excellent problem-solving and analytical skills • Ability to provide step-by step technical help: written and verbal communication • Polite, well-spoken, charismatic • Technical aptitude to master our support tools • Comfortable with quick, accurate, and persuasive email and phone outreach • Comfortable working with small, new, and growing teams • Able to work productively with remote teams • Experience with customer support tools (e.g., ZenDesk, Jira) • Excellent organizational and time management skills • Ability to prioritize and juggle multiple tasks • Ability to learn new technologies • Ability to communicate technical information in an accessible manner to non-technical users

Benefits

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