Technical Support Engineer

Summary

Join our team as a Technical Support Engineer and be at the forefront of troubleshooting and resolving complex technical issues, ensuring our customers have a seamless experience with our platform.

Requirements

• 3+ years of experience in a technical support or engineering role within a B2B SaaS environment, with a strong focus on debugging and troubleshooting
• Solid technical skills, including 2+ years of experience with programming (preferably JavaScript), APIs, and system architecture
• Experience with log analysis, monitoring tools, and cloud environments
• Exceptional problem-solving abilities and attention to detail
• Strong communication skills, capable of documenting complex technical issues clearly and concisely, and interacting effectively with customers

Responsibilities

• Triage, diagnose, and replicate complex technical issues reported by customers
• Work directly with customers to understand their technical challenges, guiding them through troubleshooting and resolution processes
• Collaborate with customers to replicate issues in a controlled environment, providing clear explanations and updates throughout the process
• Partner with the Engineering team to identify, prioritize, and resolve software bugs and system issues
• Document findings and resolutions in our internal knowledge base, contributing to the continuous improvement of our support processes
• Act as a technical advisor for customers, providing hands-on support and guidance to ensure they can fully leverage the Paragon platform
• Assist customers in implementing best practices for system integration, troubleshooting, and workflow optimization
• Build strong relationships with customers by providing clear, empathetic communication and timely solutions to their technical problems
• Collaborate with Engineering to ensure efficient escalation and resolution of complex cases
• Provide insights to the Product team based on recurring technical challenges to help shape future product improvements
• Participate in post-mortem discussions to identify root causes and propose long-term solutions
• Develop and enhance technical documentation, including troubleshooting guides and FAQs
• Contribute to refining internal processes and tools to streamline the issue resolution workflow
• Assist in training and mentoring the Support team on technical best practices

Benefits

• Comprehensive Benefits: Competitive health, dental, and vision insurance to keep you covered
• Unlimited PTO: We believe in work-life balance and offer unlimited paid time off for personal well-being
• Dog-Friendly Office: Work in a beautiful, pet-friendly space in West LA
• Remote Work: Open to candidates in PST time zones, aligning with our core working hours