Remote Technical Support Engineer

Summary

The job is for a Technical Support Engineer at Kustomer, a conversational CRM platform that provides world-class experiences for customers. The role involves troubleshooting customer issues, documenting technical knowledge, providing step-by-step technical help, and participating in team projects.

Requirements

• You possess 2+ years of experience in a similar role; experience with SaaS companies and startups a plus
• You have demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, React, and/or TypeScript but this does not mean you need to be a software engineer
• You have experience using developer tools, APIs, and error logs to diagnose and troubleshoot client issues both with their network and software
• You are technically curious and strive to learn continuously. You enjoy problem solving and translating technical concepts across various customer profiles
• You possess strong communication etiquette to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video meetings

Responsibilities

• Master the Kustomer platform to efficiently and effectively diagnose, troubleshoot, and identify solutions to promptly resolve customer issues
• Take ownership of customer issues and see problems through to resolution
• Partner with customers to help them solve their unique and important problems while providing the best experience possible
• Research, diagnose, troubleshoot, and identify solutions to system issues
• Ensure proper recording and closure of all issues
• Document technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences
• Provide step-by-step technical help, either written or verbal
• Empathize with the customer’s perspective and provide the best solutions that are aligned with Kustomer’s core values
• Properly escalate unresolved issues to appropriate internal teams while providing clear steps to reproduce along with detailed troubleshooting steps
• Ad hoc client training on various features and capabilities of the Kustomer platform
• Participate in various team projects
• May involve handling sensitive personal data
• Available for shifts to ensure 24/5 coverage
• Available to work one of the following shifts: 11am - 8pm EST, Monday - Friday (West Coast team) or Available for on-call rotation during the weekend

Preferred Qualifications

• Bilingual in Spanish is a plus
• You are actively learning about AI systems and Automation
• You are proficient with networking concepts such as TCP/IP, DNS, DHCP, and MX configuration

Benefits

• Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy
• Diversity & Inclusion at Kustomer. Kustomer is committed to bringing together individuals from different backgrounds and perspectives