Technical Customer Support Engineer

Shelf
Summary
Join Shelf as a Technical Customer Support Engineer and become the primary point of contact for resolving customer technical issues, bugs, and support requests. You will provide in-depth technical support and consultations, acting as a subject matter expert on Shelf's functionality and features. This role involves direct interaction with customers and coordination with various internal teams, including Engineering, Product, and Customer Success. The position offers potential future leadership and management of a dedicated Technical Customer Support Team. You will be responsible for identifying root causes of customer issues, managing the Jira Service Desk portal, designing AI-assisted automation workflows, and defining customer service standards. Furthermore, you will build troubleshooting tools, create knowledge resources, and report key support metrics to senior leadership.
Requirements
- Proficiency in English (CAE, CPE, or equivalent)
- Strong working knowledge of Jira, Confluence, and Jira Service Desk
- Engineering background with demonstrated technical proficiency
- Experience working with REST APIs
- Ability to query and extract insights from DynamoDB, MongoDB, and Snowflake
- Solid understanding of SaaS products, microservices, client-server models, and cloud architectures
- Experience with the Command Line Interface
- Experience with Identity Providers (IdPs) such as OneLogin, Okta, AzureAD, or similar
- Strong diagnostic skills with the ability to isolate root causes and provide detailed issue reports
- Exceptional interpersonal, organizational, and communication skills
- 5+ years of experience in customer service, support, or success management, preferably in technical environments
Responsibilities
- Work on customer issues to identify the root cause before involving the Product team
- Manage the end-to-end operations of the customer-facing Jira Service Desk portal
- Design and implement AI-assisted automation workflows using both no-code and code-based tools
- Define, document, and uphold customer service standards, policies, and procedures
- Build, maintain, and enhance troubleshooting tools to streamline and automate daily operations
- Translate customer questions and feedback into high-quality internal and external knowledge resources, including contributions to the developer portal
- Ensure daily adherence to customer service targets, including SLAs and response times
- Report key customer support metrics to senior leadership and other stakeholders regularly
- Analyze support data to identify trends, recurring issues, and opportunities for improvement
- Handle customer escalations promptly and professionally to ensure high satisfaction levels
- Identify and recommend improvements to workflows, tools, and processes to enhance team efficiency and service quality
- Stay current on industry trends, tools, and best practices to drive continuous improvement in support operations
- Collect detailed information about customer environments and steps to reproduce for technical issues
- Collaborate with Product Managers and Customer Success Managers to resolve complex, cross-functional support cases
- Coordinate dependencies and align efforts between multiple internal teams when resolving customer issues
Preferred Qualifications
- Experience in using and configuring AI agents
- Basic knowledge of JavaScript and/or Python
- Basic SQL knowledge
Benefits
- B2B contract
- Company Stock Options
- Hardware: MacBook Pro
- Modern technical stack . Develop open-source software
- GitHub Copilot subscription
- Access to Claude Code, OpenAI Codex, TypingMind, and MCP Servers
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