Description
We are looking for a Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support to our customers, troubleshooting complex issues, and collaborating with our product teams to identify and resolve problems. You will also be responsible for communicating with customers, owning customer communications and issues from initial contact until resolution, and becoming an expert on our product.
In your first 30 days, you will complete company onboarding, become familiar with Intercom's values, strategy, and goals, and dive into CS-specific trainings to learn the product and CS workflows. You will also start talking to customers in the inbox and build "inboxing" fundamentals through Paired Inboxing sessions.
In your first 60 days, you will continue to complete CS trainings and pass relevant assessments successfully and on schedule. You will independently inbox using the resources and supports provided, be able to identify Problems to be Solved and address all pieces of the customer's query, and demonstrate ownership in the execution of your work.
In your first 90 days, you will receive QA reviews and action feedback, begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development, and contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
We are looking for someone with 1-2 years of technical support experience, understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs, REST API, SDKs & Webhooks, and solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.). You should also have strong customer focus, strong communication skills, strong problem solving skills, ability to troubleshoot and utilize resources to answer questions on baseline topics, and ability to take on and action feedback.