Technical Support Engineer (PST)

About the role

The role is ideal for someone who thrives in a fast-paced environment with a rapidly changing product, loves helping users succeed, and brings a curious, solution-oriented mindset to every interaction. As an early member of our team, you’ll play a pivotal role in shaping our support operations—developing and refining processes, implementing tools, and building a robust knowledge base that sets the foundation for scalable success.

Responsibilities

• Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
• Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
• Maintain high standards for support KPIs, including response times, resolution times, and customer satisfaction scores.
• Proactively solve problems and advocate for customers by identifying patterns in support requests to address root causes, anticipate user needs, and improve the product.
• Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement.
• Establish cross-functional relationships with engineering, product, and customer success teams to streamline processes and enhance the overall user experience.
• Support, teach, and build knowledge by fostering a culture of continuous learning, sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries.

Requirements

• 3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms.
• Demonstrated success providing support through Slack, live chat channels, and email.
• Proficient in real-time troubleshooting, including video conferencing and remote access.
• Excellent written and verbal communication skills.
• Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup.
• Proven ability to work independently and manage multiple tasks efficiently.

Preferred Experience

• Familiarity with API troubleshooting and/or tools such as Postman.
• Technical experience with tools such as Salesforce, HubSpot, Outreach, Salesloft, etc.
• Experience in Windows or Mac administration.
• Experience of telephony, VoIP, and network troubleshooting.
• Experience writing/editing customer-facing Help Center articles.