L3 Tech Support Engineer

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 approach. 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. Casebook offers a competitive salary and benefits package.

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
• Bachelor’s 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
• $70,000 - $80,000 Salary + Bonus