Full-Time L3 Tech Support Engineer
Casebook PBC is hiring a remote Full-Time L3 Tech Support Engineer. The career level for this job opening is Experienced and is accepting Philadelphia, PA based applicants remotely. Read complete job description before applying.
Casebook PBC
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About the Role We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. You will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers. You will ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.
Key Responsibilities
- Deliver exceptional technical support via email, chat, and other communication channels.
- Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.
- Use tools like Postman and APIs to troubleshoot and resolve integration issues.
- Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.
- Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.
- Collaborate with engineering teams to address and resolve product bugs or systemic issues.
- Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.
- Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.
- Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.
- Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.
- Leverage knowledge bases and online resources to resolve customer issues effectively.
- Balance and prioritize multiple tasks and inquiries in a fast-paced environment.
- Stay up to date on product knowledge and industry trends to deliver informed support.
Skills
- Advanced diagnostic and analytical skills
- Exceptional written and verbal communication
- Ability to work independently and collaboratively
- Strong organizational skills to manage multiple priorities and incidents effectively
Work Environment
This is a remote role. Occasional travel for company-wide or team-specific events is required.Flexibility for on-call rotations or after-hours support may be required. (Primarily M - F 8am to 8pm ET, not on holidays)
Required
- 5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations
- Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc.
- Strong understanding of software troubleshooting, integrations, and systems.
- Experience with ticketing systems such as Zendesk, Jira, or HubSpot.
- Basic Excel spreadsheet and formula skills
- Ability to write SQL statements and writing SQL to check reporting, as needed
- Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users.
- Strong analytical and problem-solving skills with attention to detail and follow-through.
- Proven ability to manage time effectively and prioritize in a dynamic environment.
- Service-oriented mindset with empathy for customers in all circumstances.
Preferred
- Previous experience in SaaS or software customer support.
- Proficiency in scripting or coding (HTML, CSS, JSON, and XML).
- Strong understanding of incident management frameworks
- Bachelor’s degree in Computer Science, Information Technology or related field; equivalent work experience considered.