Product Support Engineer

Summary

Join the Firstup Support Team, where you'll leverage cutting-edge AI-driven solutions and predictive analytics to enhance customer self-service. As a Product Support Engineer, you'll handle escalations, prioritize bug fixes, and ensure the team's readiness for new product and platform changes. You'll manage moderate to high-complexity support cases, proactively address issues, and contribute to service innovation. This role requires a passion for problem-solving, strong technical skills, and a collaborative mindset.

Requirements

• You should have an IT related degree, several years of professional experience, and a passion for solving problems
• Experience previously working with customers is essential
• Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required
• Three or more years of Level 2 technical customer support experience
• Experience using JIRA for bug tracking
• Attitude of urgency in order to resolve issues in a timely manner
• Proven ability to treat customers with respect and professionalism
• Ability to work efficiently, diligently and remain focused from a home office
• Capacity to have empathy when customers have difficult issues
• Excellent communication, organization and interpersonal skills
• Strong reading comprehension and active listening skills
• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner
• Outstanding work ethic and commitment to individual and organizational success
• Demonstrated ability to learn new things
• Excellent analytical and troubleshooting skills

Responsibilities

• Operates as a subject matter expert in at least two product areas and one technology area and assisting in onboarding of new hires and conducting training refreshers in those areas
• Resolve technical escalations from Tier 1 Support, ecosystem Partners, and third party integrators
• Proactively manage and respond to escalated support tickets, meeting individual case management and SLA Goals
• Communicate clearly and precisely with customers and colleagues in written and verbal form and maintain accurate and timely records in our case tracking system
• Monitor the Emergency Hotline to react to P0 and P1 issues with urgency
• Write customer-facing functional documentation with easy to follow steps
• Develop and execute on continual improvement plans with cross-functional peers from Product Management and Engineering
• Improve self-serviceability for Customers through publishing solutions to commonly encountered issues and working with implementation teams to follow established best practices prior-to Customers going live on the platform
• Manage multiple tasks and projects, both independently and also as part of a team
• Ensure Support readiness for new product features though documentation review, early access testing, and technical training
• Identify areas for process improvement within the Support function and collaborate with the Product Support Manager on implementation

Preferred Qualifications

• Familiarity with SaaS solutions is preferred
• Experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (e.g, Salesforce, Microsoft Dynamics CRM), APIs