Technical Support Engineer

Job Description

Technical Support Engineer

Responsibilities :

You are an integral member of a highly technical team dedicated to delivering technical support and guidance.

You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers’ eyes.

You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.

You are a master of prioritization. You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.

Ability to empower end-users to support themselves using our knowledge base.

A desire to learn, master and teach across technical fields.

Required Skills :

Four to six years experience supporting customers on enterprise software

Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions

Knowledge of HTML, JSON, JavaScript, and RESTful APIs is expected, but experience with Java, Ruby, Python, or another modern language is a plus

Intermediate understanding of authentication technology (SAML, JWT)

Proven ability to develop positive relationships and effectively coordinate with cross-functional teams; develop and communicate creative, diplomatic solutions to problems; manage competing priorities on a daily basis

Self-motivated, and possess a strong sense of responsibility and initiative

Must be willing to occasionally work outside of business hours or on a weekend rotation as needed

Requested Skills :

Innovative thinking - “how can we” attitude

Strong tools knowledge around GSuite, Slack, Confluence

Hybrid : In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.