Technical Support Engineer

Summary

Join EasyLlama, a fast-growing company transforming HR compliance training, as a Technical Support Engineer. You will provide front-line support to customers, troubleshooting technical issues related to our products and services. This role involves collaborating with cross-functional teams to ensure timely and effective solutions. You will diagnose and resolve technical issues, document support cases, and develop knowledge base articles. Excellent communication and problem-solving skills are essential. EasyLlama offers a flexible, fully remote work environment with competitive compensation and benefits.

Requirements

• Possess an Associate’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience
• Have worked for 3 or more in years of technical support experience, preferably in SaaS
• Have experience assisting with API implementation, including troubleshooting and guiding customers through integration processes
• Excel at troubleshooting integration issues related to third-party systems, APIs, and platforms, with a strong focus on SCORM (Sharable Content Object Reference Model) compatibility and troubleshooting
• Be proficient in completing security questionnaires and ensuring compliance with internal and external security standards and best practices
• Be familiar with troubleshooting operating systems (Windows, macOS, Linux) and common software applications
• Possess strong problem-solving and analytical skills, allowing you to think critically and effectively under pressure
• Communicate exceptionally well, both in writing and verbally, and can explain technical issues to non-technical customers with ease
• Demonstrate a customer-centric attitude, showing patience and a genuine desire to help others succeed

Responsibilities

• Respond to customer inquiries via zoom, email, or chat, providing technical assistance for all our products
• Troubleshoot and resolve customer issues, ensuring clear communication and timely resolution
• Document support cases in detail, tracking customer interactions and the resolution process
• Identify, diagnose, and resolve technical issues by analyzing system logs, reproducing errors, and providing solutions
• Escalate unresolved issues to senior technical teams or product engineers for further investigation
• Provide step-by-step guidance to customers for resolving problems independently when appropriate
• Develop and maintain internal documentation and knowledge base articles to assist customers and improve team efficiency
• Contribute to training materials and assist in onboarding new support team members
• Write SOP for other team members
• Work closely with product development, engineering, and QA teams to relay customer feedback and product issues
• Participate in root-cause analysis and help improve product quality by identifying common technical challenges
• Ensure a high level of customer satisfaction by providing excellent service, managing expectations, and following up on unresolved issues
• Participate in customer feedback loops and surveys to improve the support process

Preferred Qualifications

Knowledge of scripting or programming languages (e.g., JavaScript, Ruby, etc.), which is a valuable asset

Benefits

• $84,150 to $113,850
• Flexible, fully remote environment
• 4 Weeks Vacation - Recharging is essential. We respect your time off and encourage it
• Competitive employer-sponsored health insurances
• 401(k) + company matching
• Professional development reimbursements
• Monthly remote work stipend