Technical Support Engineer

Kustomer
Summary
Join Kustomer's Customer Experience team as a Technical Support Engineer and become the bridge between Kustomer and its users. You will master the Kustomer platform to resolve customer issues, take ownership of problems, and partner with customers for optimal solutions. Responsibilities include diagnosing and troubleshooting system issues, documenting technical knowledge, providing technical help, empathizing with customers, escalating unresolved issues, conducting ad-hoc client training, and participating in team projects. This role requires 2+ years of experience in a similar role, fluency in Spanish, and understanding of JavaScript, JSON, Rest APIs, HTML, React, and/or TypeScript. Strong communication skills and experience using developer tools are essential. The position involves handling sensitive personal data and requires shift work, including weekend on-call rotation. Kustomer offers competitive salaries, stock options, and comprehensive benefits.
Requirements
- You possess 2+ years of experience in a similar role; experience with SaaS companies and startups a plus
- Fluency in Spanish
- 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 (Even if the problems aren’t well-defined, even if the usual solutions aren’t working, and even if it’s the fifth person you’ve helped solve that problem for today)
- You possess strong communication etiquette to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video meetings
Responsibilities
- Mastering the Kustomer platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer issues
- Taking ownership of customer issues and seeing problems through to resolution
- Partnering with customers to help them solve their unique and important problems while providing the best experience possible
- Researching, diagnosing, troubleshooting and identifying solutions to system issues
- Ensuring proper recording and closure of all issues
- Documenting technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences
- Providing step-by-step technical help, either written or verbal
- Empathizing with the customer’s perspective and providing the best solutions that are aligned with Kustomer’s core values
- Properly escalating 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
- Participating in various team projects
- May involve handling sensitive personal data
- Available for shifts to ensure 24/5 coverage
- Available to work the following shift: 6pm - 3am EDT (3pm - 12am PDT), Sunday - Thursday
- Available for on-call rotation during the weekend
Preferred Qualifications
- You are actively learning about AI systems and Automation
- You are proficient with networking concepts such as TCP/IP, DNS, DHCP, and MX configuration
- HIPAA Compliance
Benefits
- 100% healthcare coverage
- 401K
- WiFi and Mobile reimbursement
- A generous vacation policy
- Pension
- Supplemental health insurance
- Other perks