Senior Technical Support Specialist

Summary

Join 6sense as a Sr. Technical Support professional and become an instrumental figure in our Support team. You will work cross-functionally to meet customer needs and collaborate with the Engineering team to diagnose and resolve issues. Analyze customer issues, track and resolve them promptly to ensure high client satisfaction. Analyze data using SQL and spreadsheets, respond to inquiries, and troubleshoot challenges. Maintain a detailed understanding of product architecture and functionality, contribute to knowledge base articles, and work with product and engineering teams to report bugs or suggest improvements. Mentor junior support engineers and communicate effectively with customers and internal teams. The role requires strong analytical and problem-solving skills, excellent communication, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

• 8+ years customer support experience for software applications
• 3+ Years Knowledge of and experience with SQL
• Experience with MAP and CRM-Salesforce
• Experience describing technical concepts to a non-technical audience
• Excellent communication and interpersonal skills, with a focus on customer empathy
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently

Responsibilities

• Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
• Analyze data using SQL / spreadsheets, and ad hoc analysis
• Respond to customer inquiries and assist in troubleshooting and resolving challenges
• Identify alternate solutions when necessary and communicate them to customers
• Maintain a detailed understanding of product architecture, technical components and application functionality
• Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features
• Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements
• Mentor and support junior support engineers by sharing knowledge and best practices
• Communicate clearly and effectively with customers, fellow support team members and the other internal teams

Preferred Qualifications

• Experience working with Google Analytics a plus
• Experience/knowledge of Salesforce integrations a plus
• Experience in a SaaS environment is a plus
• Experience with ticketing systems Zendesk and JIRA a plus

Benefits

• Health insurance
• Life, and disability insurance
• A 401K employer matching program
• Paid holidays
• Self-care days
• Paid time off (PTO)
• Paid parental leave
• Stock options