Customer Support Engineer

Responsibilities

• Support for customer issues: triaging and investigating bug reports, communicating directly with customers, and managing escalations to other teams
• Developing tools, automation, and monitoring based on observations of customer support trends
• Supporting essential internal tooling used by our Customer Support teams to solve customer problems, and looking for more opportunities to empower our Customer Success teams
• Developing a strong understanding of our products and services
• Regular on-call rotations, where you will help troubleshoot and manage communication during emergencies

Requirements

• At least two years of experience in technical support or software engineering preferred
• Proven ability to manage multiple tasks and priorities in a ticket tracking system
• Strong customer service and collaboration skills
• Strong written and verbal communication skills, and knowledge of when to utilize one over the other
• Formal education in computer science not required
• Prefer to have telecommunications/ call center experience