Remote Customer Support Engineer

Summary

Join our team as a Customer Support Engineer and provide advanced technical support and deep technical knowledge to our customers. As the primary point of contact for advanced technical support, you will troubleshoot and resolve complex technical issues, develop and maintain detailed technical documentation, and collaborate closely with product development and quality assurance teams.

Requirements

• Experience: 3+ years of experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position
• Technical Skills: Familiar with MVC (Model, View, Controller) design pattern
• Comfortable navigating a large/scaled codebase in order to understand back end API behavior, or potential bugs to communicate in escalations
• Experience testing API endpoints, familiarity with basic API back end
• Proficiency in troubleshooting and resolving issues with APIs, SAML, SSO, integrations, and data connectors
• Familiarity or experience with Ruby on Rails
• Experience with Git and GitHub
• Familiarity with RESTful services, JSON, XML, OAuth, Python, and other web technologies
• Experience with network protocols, authentication methods, and security protocols
• Understanding of relational database concepts, and experience with SQL
• Problem-Solving Skills: Ability to think critically and methodically to diagnose and resolve complex technical issues
• Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information clearly to both technical and non-technical audiences
• Customer Focus: Strong customer service orientation with a commitment to resolving customer issues effectively and efficiently
• Team Player: Ability to work collaboratively within a team environment and across departments, most especially interfacing with Engineering groups

Responsibilities

• Act as the primary point of contact for advanced technical support and product-related inquiries from customers
• Provide exceptional customer support through email and live customer calls while maintaining professionalism and empathy in all interactions
• Demonstrate deep knowledge of our product suite, including its features, functionalities, and technical integrations (APIs, SAML, SSO, etc.)
• Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions that meet customer needs
• Investigate and analyze technical problems reported by customers, working closely with the product and engineering teams to identify root causes and implement solutions
• Develop and maintain detailed technical documentation, including FAQs, knowledge base articles, and developer API documentation
• Troubleshooting guides, to empower customers and Tier 1 and Tier 2 agents
• Conduct in-depth training sessions for customers on an “as needed” basis, helping them fully understand and leverage the software’s capabilities
• Collaborate closely with product development and quality assurance teams to relay customer feedback, suggest enhancements, and ensure timely resolution of bugs and issues
• Stay informed on industry trends and best practices related to our software, sharing insights and recommendations with customers to help them optimize their use of the product
• Continuously seek opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives

Preferred Qualifications

• Experience with customer support tools like Zendesk, Salesforce, or similar platforms
• Familiarity with cloud services (e.g., AWS, Azure) and DevOps practices
• Previous experience in a SaaS environment
• Certifications or experience related to troubleshooting/testing APIs, SAML, or other relevant technologies

Benefits

• 100% health/dental coverage (50% coverage for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks
• 10 company holidays + 2 floating holidays
• Parental and bonding leave
• Dependent care and medical FSA
• Short and long term disability
• Community service funds
• Professional development funds
• Health and wellness initiatives
• Mac laptop + new hire equipment stipend
• Monthly catered lunches
• Fully stocked kitchen with tons of drinks & snacks
• Remote working friendly since 2012 #LI-REMOTE