Technical Support Engineer

Our Technical Support Engineer will interact with our customers daily ensuring they have an amazing experience. You'll troubleshoot complex customer issues, provide end-to-end technical support, collaborate with engineering teams to identify root causes and implement solutions, while also contributing to knowledge base development and supporting product improvements. This role is highly collaborative and requires someone who can work cross-departmentally. If you're a passionate problem-solver with a knack for clear communication and a desire to work in a fast-paced, collaborative environment, then we want to hear from you!

Responsibilities:

• Resolve Customer Issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.
• Bug Reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
• Cross-Functional Collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues.
• Product Influence: Leverage customer feedback to drive product improvements and shape the platform's future.
• Quick Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.
• Proactive Communication: Keep customers informed and up-to-date throughout the entire support process.
• Solution Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.
• Continuous Improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services.
• Customer Onboarding and Training: Guide new users to quickly become proficient with our platform.
• Performance Monitoring: Proactively monitor system performance and customer usage to identify and address potential issues.

Requirements:

• 3+ years in a technical support or customer-facing role (tier 2/tier 3), with hands-on experience troubleshooting and resolving technical issues across various technologies.
• Proficiency in SQL.
• Cloud expertise (e.g., Google Cloud, Grafana).
• Strong knowledge of Incident Management processes.
• Basic understanding of cyber security, networking and operating systems.
• Experience with Intercom is an advantage.
• Coding skills (Python etc.) is an advantage.
• Exceptional multitasking and project management skills, with a proven ability to manage multiple projects in a fast-paced environment.
• Excellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders.
• Proven experience in creating and managing technical documentation.
• Ability to work independently as well as collaboratively within a team.