Senior Technical Customer Support Professional
2 days ago
As a Technical Support Expert, you will be responsible for providing exceptional technical support to customers. This role involves working directly with customers to resolve complex technical issues, as well as contributing to the enablement and growth of other team members.
The ideal candidate will have 5+ years of experience in a technical customer-facing role, or a Bachelor's Degree in Computer Science, Information Technology, or a related field, along with at least 4 years of experience in a service or customer-facing role.
- Serve as an escalation point for high-priority or highly complex issues and lead the diagnosis, troubleshooting, and resolution of complex technical issues.
- Own and resolve critical incidents, ensuring rapid responses, effective solutions, and timely communication to customers and stakeholders.
- Escalate cases to engineering teams as needed and manage those escalations through to resolution.
- Mentor, guide, and train other technical support engineers, sharing best practices, collaborating on their escalations, developing new training materials, and helping them develop their skills.
- Act as a trusted advisor to our customers, giving them clear and actionable insights including technical guidance, root cause analyses (RCA), proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.
- Rigorously document root-cause analyses, technical solutions, troubleshooting steps, and team processes, and regularly review existing documentation and training for knowledge gaps and out-of-date information.
- Closely monitor your engineering escalations to identify trends (usability issues, bugs, common performance issues), training quality issues, and knowledge gaps, and regularly report findings to leadership to help implement long-term solutions to recurring problems.
- Participate in an on-call rotation for after-hours support to handle critical incidents as needed.
- Monitor incoming tickets and analyze customer environments to identify potential technical issues/trends and provide proactive recommendations to improve system performance and stability.
- Continuously seek out and suggest process improvements to enhance the efficiency and effectiveness of the support team, as well as improve the overall customer experience.
Our values are built around delivering exceptional results, owning up to mistakes, and being transparent in everything we do. If you're passionate about mentoring and guiding junior engineers, leading by example, and fostering a collaborative team environment, this could be the perfect fit for you.
We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. As a Technical Support Expert, you'll be part of a team dedicated to making a lasting impact.
- Continuous Learning and Development Opportunities
- Team-Oriented, Collaborative, Work Environment
- Regular Company Town Halls to Keep You Informed
- Opportunities for Career Growth and Advancement
We are an Equal Opportunity Employer and welcome all applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
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