Technical Support Engineer

About the role

We're looking for a Technical Support Engineer to provide high-quality support for our platform and ensure customers get the most out of their experience. This role combines technical troubleshooting, customer enablement, and process improvement to deliver an exceptional customer journey. You'll act as the first point of contact for technical issues, collaborate with internal teams to resolve complex cases, and contribute to the continuous improvement of our systems and processes. The ideal candidate is a resourceful problem-solver who thrives in fast-paced environments and is passionate about providing exceptional customer support.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as the first point of contact for customer inquiries via email, chat, and phone, ensuring timely resolutions.
• Diagnose and troubleshoot technical issues related to the platform, escalating to Product and Engineering teams as needed.
• Manage, update, and resolve tickets in the support system, adhering to SLA guidelines.
• Document technical solutions and maintain a comprehensive internal knowledge base.

Onboarding & Enablement

• Collaborate with the Customer Success team to ensure seamless onboarding for new customers, including technical setup and account configuration.
• Lead training sessions and create support materials to empower users, including FAQs, manuals, and video tutorials.

System & Integration Support

• Support User Acceptance Testing (UAT) for customer-specific configurations and integrations, ensuring implementation success.
• Provide feedback to Product and Engineering teams to improve platform functionality and user experience.

Continuous Improvement

• Analyze customer support interactions to identify recurring issues and recommend platform enhancements.
• Develop and refine support workflows to ensure scalability and efficiency.
• Track support metrics and use insights to optimize customer satisfaction.

What We're Looking For

• Experience: 3-5 years in technical support, system integration, or a related role, preferably in a B2B SaaS environment.
• Technical Skills: Familiarity with APIs, SQL, cloud platforms (e.g., AWS), and ticketing systems like Zendesk, Intercom, or Freshdesk.
• Problem-Solving: Demonstrated ability to troubleshoot technical issues and resolve customer concerns efficiently.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Ownership: Proactive mindset with the ability to manage competing priorities independently.
• Team Player: Collaborates effectively with cross-functional teams in a fast-paced, growth-focused environment.

Benefits

• Employer-sponsored 401(k) with match
• Comprehensive medical, dental, and vision coverage
• Flexible time off and hybrid work environment
• Opportunity to build and scale a critical function at a high-growth company

Pay

The anticipated annual salary range for this role is $75,000-$95,000.

Schedule

NYC-based with hybrid flexibility preferred, remote on a case-by-case basis.