Full-Time Technical Support Engineer

About the Role

A Support Engineer acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels.

Key Responsibilities

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy the product
• Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
• Collect information and document bugs with Engineering for product issues that are impacting customers
• Contribute to and maintain repository of product area specific knowledge within support and promote a culture of team knowledge share and collaboration within the support organization
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
• Be a customer advocate for timely resolution of the problems reported, understand the environment / network and impact on business

Please note that you may be required to perform additional job responsibilities as assigned. 

Qualifications:

• Minimum 3+ years of customer support, technical support, system administration, or related customer-facing role
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience
• An equivalent combination of education and experience will be accepted 
• Prior experience providing support to large enterprise customers with the ability to communicate effectively with senior leadership
• Experience working with Salesforce, Zendesk, Jira or similar.