Senior Customer Support Engineer

Summary

Join Manifold, a health research infrastructure company, as a Senior Customer Support Engineer. You will be a key member of the Customer Delivery team, providing exceptional service to major healthcare organizations. Responsibilities include resolving technical issues, monitoring system health, and improving support processes. The ideal candidate has 2-5 years of SaaS customer support or engineering experience, thrives in a fast-paced environment, and excels at problem-solving and collaboration. A Bachelor's degree is preferred but not required. This role is crucial in scaling Manifold's support function and ensuring customer satisfaction.

Requirements

• 2 to 5 years of experience in a customer-facing support or engineering role in a SaaS environment
• Experience with the rapid pace and urgency that comes with high-growth, early stage companies
• You love working with customers, resolving their issues, and ensuring a delightful product and service experience
• You are transparent, empathetic and can concisely relay key facts. You distill complex technical concepts to end users, and translate customer requests to technical requirements and resolution
• A passion for problem solving. You are curious, resourceful and eager to solve new problems
• You work well as part of a team, and can build partnership and trust across teams. You are nimble and can work in a fast-paced, dynamic environment

Responsibilities

• Provide timely, professional resolution to customer technical questions and issues
• Troubleshoot and resolve those issues by diagnosing root causes and providing effective solutions
• Complete customer configuration and engineering support tasks in a high-quality, timely manner
• Proactively monitor system health and performance metrics to identify potential issues before they impact users
• Monitor and maintain customer data pipelines and technical workflows
• Be an expert on Manifold’s product suite
• Assist in building Manifold’s customer and internal knowledge hub
• Identify trends in support issues and propose systematic solutions
• Collaborate with cross-functional teams to provide timely customer resolution, relay customer feedback, improve product adoption and user experience, and drive customer satisfaction
• Help to scale Manifold’s support function by evolving support processes and deploying new tools
• Continually improve the customer experience through feedback, process improvement, and innovation

Preferred Qualifications

Bachelor’s degree