Senior Customer Support Engineer

Job Description

• Work directly with customers and fellow employees through tickets submitted via web portal, email, and chat applications • Join customer calls for continued troubleshooting and resolution of ongoing and escalated issues • Take ownership of escalated issues from customers, junior support engineers and/or other cross-functional teams to see problems through to resolution • Assist in the support of escalated issues as well as ongoing support for high priority customers • Provide training and mentoring to junior support engineers. • Work with management to assist in queue workflow, issue prioritization and case reviews • Assist in identifying areas of improvement to aid in writing/improving the support team's processes and policies • Create clear, comprehensive documentation and knowledge base articles. • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system, data and product issues • Monitor applications for both performance and functionality issues to provide proactive resolution prior to customers experiencing the issue • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams with detailed information and bug replication steps • Serve as the liaison between product and customer analytics for all tickets submitted • Validate bug fixes and product releases before they go out to clients • Communicate regular update status to customer-facing teams, leadership, and reporting customers • Assist in the ideation and creation of technical support troubleshooting tools

Qualifications

• 5+ years technical support experience • Bachelor’s degree or relevant work experience • Highly detail-oriented and ability to stay organized • Ability to communicate clearly and concisely plus a love for clients! • Excellent organizational skills demonstrated by managing multiple priorities/projects/tickets • Experience in team coordination, project management, and strategic planning is a plus • Excellent written and verbal communication skills by activities performed in current or previous positions • Experience managing critical incidents and coordinating response efforts to resolve high-impact issues • Experience in developing and implementing policies and procedures that enhance support operations • Ability to create clear, comprehensive technical documentation and knowledge base articles • Experience in training and mentoring junior support engineers • Demonstrate the ability to work effectively with cross-functional teams including development, data operations and product management • Ability to lead initiatives to drive operational improvements and service enhancements • Willingness to pitch in where needed, including directly supporting customers • Salesforce and Jira experience desired • SaaS experience a plus • SFTP, SQL, Python and Java Programming experience a plus

Benefits

• N/A