L3 Tech Support Engineer
Casebook PBC
π΅ $70k-$80k
πRemote - United States
Please let Casebook PBC know you found this job on JobsCollider. Thanks! π
Job highlights
Summary
Join Casebook PBC as a Technical Support Agent and provide expert-level assistance on complex technical issues. You will diagnose and resolve escalated issues, ensuring a seamless user experience. This remote role requires deep technical expertise, excellent problem-solving skills, and a customer-first mindset. You will collaborate with engineering teams, manage support tickets, and conduct training. The ideal candidate has 5+ years of experience in technical support, with at least 2 years handling advanced escalations. Competitive salary, benefits, and professional development opportunities are offered.
Requirements
- 5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations
- Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc
- Strong understanding of software troubleshooting, integrations, and systems
- Experience with ticketing systems such as Zendesk, Jira, or HubSpot
- Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users
- Strong analytical and problem-solving skills with attention to detail and follow-through
- Proven ability to manage time effectively and prioritize in a dynamic environment
- Service-oriented mindset with empathy for customers in all circumstances
- Advanced diagnostic and analytical skills
- Exceptional written and verbal communication
- Ability to work independently and collaboratively
- Strong organizational skills to manage multiple priorities and incidents effectively
Responsibilities
- Deliver exceptional technical support via email, chat, and other communication channels
- Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support
- Use tools like Postman and APIs to troubleshoot and resolve integration issues
- Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed
- Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders
- Collaborate with engineering teams to address and resolve product bugs or systemic issues
- Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front
- Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS
- Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations
- Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise
- Leverage knowledge bases and online resources to resolve customer issues effectively
- Balance and prioritize multiple tasks and inquiries in a fast-paced environment
- Stay up to date on product knowledge and industry trends to deliver informed support
Preferred Qualifications
- Previous experience in SaaS or software customer support
- Proficiency in scripting or coding (HTML, CSS, JSON, and XML)
- Strong understanding of incident management frameworks
- Bachelorβs degree in Computer Science, Information Technology or related field; equivalent work experience considered
Benefits
- Competitive salary and benefits
- Opportunities for professional growth and development
- Collaborative and supportive team environment
- The chance to make a real difference by supporting those who help others
- Full benefits package including employer funded health insurance for employees, as well as their spouse/ domestic partner and children
- 401k
- Three weeks vacation time
- Bonus
- Remote work
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