Remote Technical Support Specialist

Summary

Join Loopio's growing team as a Technical Support Specialist, working with the User Support and Software Development teams to provide exceptional product support.

Requirements

• Excellent problem-solving and critical thinking abilities
• Superb research skills, you are driven to understand the root cause of a problem and understand how to source this information through various means!
• An inquisitive mind and the desire to learn more about technology and how web applications work
• Great communication skills - you’ll be directly interfacing with many teams across the company and customers
• Extremely detail-oriented - you'll be analyzing logs, identifying patterns, reproducing and verifying customer issues
• Excellent organization skills - you’ll be balancing many priorities
• Calm under pressure - continually able to communicate with customers and teams when things don't go as planned
• Solution-oriented - you bring ideas and results to the table with the resources you have
• 3+ years of professional software support experience within a SaaS or technical environment
• Experience with SQL

Responsibilities

• Triage issues from Customer Support and ensure they are tackled by the right team in the right time frame
• Reproduce issues and provide as much detail as possible to the Development teams
• Review logs and metrics to provide additional information - Bonus points for experience with Datadog and/or Sentry
• Verify fixes to important issues (and verify that the fix actually solves the customer’s problem!) and update the Customer Support Team in a timely manner
• Create impactful reports for customers and internal teams - you’ll be helping derive valuable insights on product usage and areas where we (and our customers) can improve
• Implement tools to improve processes and productivity for our Engineering and Support teams

Preferred Qualifications

• Nice-to-have: experience with PHP, Javascript, React
• Experience with command-line interfaces (CLI) for executing scripts

Benefits

• Remote work
• Flexible hours
• Professional development opportunities
• Wellness programs