Remote Technical Support Engineer

Summary

The job is for a Technical Support Engineer at ngrok Inc., a company that empowers developers to build for the internet. The role involves resolving customer issues, collaborating with various teams, and contributing to product development. The employee will be located on the East Coast, in the EDT time zone, and must have 3+ years of experience in SaaS post-sales within Customer Success or Support.

Requirements

• 3+ years of experience in SaaS post sales within Customer Success or Support
• Hands on self starter and natural problem solver with the ability to balance competing priorities
• Prior experience in a startup with a passion for winning, big challenges, technology and a good sense of humor
• A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc)
• Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person)

Responsibilities

• Working with self-service customer billing, account, and licensing related issues including payment and refunds
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Act as a liaison between Customers, Engineering and Sales on customer technical escalations
• Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap

Benefits

• Compensation for this role depends on level, but we provide a competitive mix of salary and equity
• We provide a 401(k) with a 100% match up to 3% of your salary and a 50% match up to another 2%
• We provide healthcare, dental, and vision with premiums fully covered on the base plan for employees. Half of premiums are covered for dependents
• We offer unlimited PTO and a culture in which the overwhelming majority of employees take more than four weeks. Your manager is also on the hook for encouraging you to do the same