Support Engineer

Summary

Join Cerbo, a high-growth healthcare SaaS company, as a Tier 3 Support Engineer. You will provide advanced technical assistance and support to clients and internal teams, serving as the highest escalation point for complex technical issues. This role demands deep product knowledge, excellent problem-solving, and clear communication. You will collaborate with other teams, document support interactions, and improve support processes. Staying current on industry trends and providing after-hours support (on-call rotation) are also key aspects of this position. Cerbo offers competitive compensation and benefits, including comprehensive health coverage, a 401(k) plan, disability insurance, paid time off, and remote work options.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
• Minimum of 3 years of experience in a technical support role, with a focus on troubleshooting complex issues and providing exceptional customer service
• Deep knowledge of the LAMP stack, be proficient with Linux, PHP, MySQL and JavaScript
• Strong analytical and problem-solving skills, with the ability to think critically and creatively to resolve technical challenges
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to diverse audiences
• Ability to work effectively both independently and as part of a team, collaborating with colleagues across departments to achieve common goals
• Customer-centric mindset, with a dedication to exceeding customer expectations and building positive relationships

Responsibilities

• Serve as the highest level of escalation for complex technical issues, investigating and resolving them in a timely manner to ensure customer satisfaction
• Distill and summarize tickets for developers to resolve
• Collaborate with development team on identifying improvements to reduce ticket volume
• Collaborate with Tier 1 and Tier 2 support teams to identify trends and recurring issues, providing guidance on effective troubleshooting techniques and solutions
• Act as a subject matter expert for our products/services, providing training and knowledge transfer to other team members and clients as needed
• Document all technical support interactions, including troubleshooting steps, resolutions, and any relevant information, ensuring accurate and comprehensive records are maintained
• Monitor and respond to issues and questions via customer ticketing system and internal communication tools
• Continuously assess and improve support processes and procedures to optimize efficiency and effectiveness
• Stay up-to-date on industry trends and advancements, proactively identifying opportunities to enhance our products/services and improve the customer experience
• Communicate effectively with clients, keeping them informed of progress on their technical issues and providing regular updates until resolution is achieved
• Participate in on-call rotation schedules to provide after-hours support as needed

Benefits

• Competitive compensation based on experience
• Comprehensive health, dental and vision benefits
• 401(k) plan with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off and company holidays
• Full suite of remote working tools and processes