We are looking for experienced
Level 2 Technical Support Engineer to
join our Technical Support team.
In this role, you'll work directly with customers to troubleshoot and resolve technical issues post-implementation, ensuring a smooth and reliable experience with our platform.
Responsibilities
- Troubleshoot and diagnose technical issues experienced by client's customers post-implementation
- Review, triage, troubleshoot, and escalate customer-reported issues, functional questions, admin requests and feature requests.
- Collaborate with Product, Engineering, and Customer Success on outstanding tickets to ensure quick resolution.
- Run incident management processes for customer-impacting outages.
- Research complex cases and contribute to the Knowledgebase and Community.
- Investigate/explore/debug the code and provide insight into technical issues.
Qualifications
- 1+ years in direct customer-facing support role
- 1+ years of experience troubleshooting modern web applications
- 1+ years of experience with Database technologies
(SQL, MongoDB, Oracle) - 1+ years of experience supporting SSO, SAML, Provisioning, User Sync, HRIS and other Integration issues
- 1+ years of experience reading logs (Cloudwatch, Observe, Kibana, Loggly, Splunk)
- 1+ years of experience with Web Scripting languages (
Javascript, HTML, CSS, C, C++, Java, Python) - Experience with working with Support Ticketing Tools: (Zendesk, JIRA, SF ServiceCloud)
- Familiar with APIs and understand how to use them
- Experience working with Enterprise clients (assigned accounts a plus)
- You have excellent written and verbal communication skills
- You have experience supporting and communicating with US-based customers
- You are comfortable getting on client phone/video calls to troubleshoot live issues, collect evidence, and set expectations
- You are able to know your audience and communicate properly based on the customer's profile (technical vs.
non-technical) - You are passionate about the customer experience and have deep customer empathy
- You proactively implement/execute new ideas when you see something can be improved or created.
- You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions
- You are passionate about technology and want to keep advancing your career in a technical role.
- You have a good energy that contributes to a positive work environment and a great customer experience.