Remote Support Engineer

Summary

Join Overjet, the global leader in dental AI, as a Support Engineer and accelerate your career in a dynamic team.

Requirements

• Bachelor's degree in a Computer Science-related field
• At least 3 years of experience in a customer-facing technical position, preferably within a SaaS company
• Proven ability to provide exceptional customer service with a strong emphasis on customer satisfaction
• Exceptional troubleshooting skills and experience in resolving a range of technical issues
• Proficiency in written and verbal communication in English, including the ability to articulate complex technical processes via email and phone support
• Extensive knowledge and understanding of Google applications, query tools, and database systems
• Familiarity with Python, YAML, Cloud Platforms (Google Cloud Platform, Azure, AWS, etc.), and fundamental networking/IT knowledge
• Strong SQL skills
• Ability to work in US West Coast hours

Responsibilities

• Interacting with customers to understand and troubleshoot technical issues they are facing
• Providing prompt and courteous responses to customer inquiries through various channels (email, phone, chat, ticketing system)
• Diagnosing and resolving technical hardware and software issues
• Investigating and troubleshooting complex technical problems escalated by customers
• Developing and maintaining a deep understanding of the company's products or services
• Providing guidance on product features and capabilities to customers
• Documenting troubleshooting steps and resolutions accurately
• Contributing to the creation and maintenance of knowledge base articles and support documentation
• Escalating unresolved issues to the appropriate internal teams (such as engineering or development) and following up to ensure resolution
• Conducting training sessions or creating user guides to help customers better utilize products
• Assisting customers with product setup, configuration, and integration
• Participating in testing new product releases and updates to identify and report bugs or issues
• Providing feedback to the product development team based on customer interactions and experiences
• Collaborating with cross-functional teams including sales, product management, and engineering to ensure a seamless customer experience
• Sharing knowledge and best practices with peers to enhance the overall support team effectiveness
• Gathering customer feedback and insights to advocate for improvements in product functionality and customer service processes
• Identifying trends in customer issues to proactively address common concerns