Description
We're seeking a Technical Support Engineer to join our team, focusing on resolving complex technical issues and improving customer experience. You'll work closely with customers, internal stakeholders, and teams to investigate and resolve integration issues.
Responsibilities:
- Manage issues from symptom to resolution, communicating with customers and stakeholders
- Troubleshoot customer issues using internal tools and documentation
- Escalate issues to Engineering or Partnership teams when necessary
- Respond to 10+ customer tickets per day, meeting quality standards
- Contribute to brainstorming and project execution for process improvements
- Assist GTM teams with customer escalations
- Collaborate with EPD teams on issue resolution
Qualifications:
- 2+ years of experience in a customer-facing role
- 6+ months of experience working with REST APIs, SQL, CSS, HTML, and a coding language (Javascript or Python)
- Knowledge of ticketing systems and tools (e.g., Zendesk, Linear), and data visualizations (e.g., Databricks)
- Preferred: 6+ months of experience supporting technical projects and/or process improvement
- Genuine interest and passion for Support
- Commitment to providing a world-class customer experience
- Strong written and verbal communication
- Self-starter mentality and ability to work independently
- Effective time management and ability to balance multiple priorities