Remote Application Support Engineer

Summary

Join our team as a Support Engineer to help our customers in North America with complex issues, utilizing your technical expertise and problem-solving skills. As a key member of our support team, you will be responsible for reviewing support tickets, preparing them for software engineers to fix, and resolving tickets directly when no code changes are required. You will also contribute towards the creation of support docs, provide customer feedback to the product team, and help ensure support is the go-to team for anything product-related.

Responsibilities

• Review support tickets (including reviewing logs) and prepare them for software engineers to fix, when needed
• Manage tickets in Freshdesk, raising comprehensive JIRA tickets to engage engineers
• Resolve tickets directly when no code changes are required
• Triage tickets based on various internal and external priorities
• Contribute towards the creation of support docs, including user guides, videos, and other self-help resources for customers
• Be an expert user of our product, able to answer all questions from customers and colleagues
• Use bug report data to help the company continuously improve testing and product quality
• Help to ensure support is the go-to team for anything product-related
• Provide customer feedback to the product team and contribute towards shaping the product roadmap
• Continuously review our processes to identify opportunities for improvement
• Manage the deployment infrastructure for internal environments in Azure and be responsible for shipping releases out to customers