Customer Support Engineer

As a Customer Support Engineer (CSE) at ActionIQ, you will be responsible for providing a best-in-class support experience to ensure customer satisfaction. You will be part of a Level 2 Customer Support Engineering team, resolving escalated customer inquiries and incidents for ActionIQ's SaaS platform. Your role will involve troubleshooting and resolving customer requests, monitoring and resolving technical incidents, and participating in an On Call Rotation for 24/7 support coverage. Collaboration with various teams within the company will be essential to ensure timely and high-quality resolution of customer challenges.

• Drive high customer satisfaction by understanding, troubleshooting, and resolving customer requests and incidents
• Monitor, triage, and resolve technical incidents and escalations in the omnichannel support queue, meeting required SLAs
• Use troubleshooting guides and standard operating procedures to establish root cause for queries and provide a customer-facing root cause assessment
• Provide how-to's, best practices, and consultative suggestions to support customers in enabling value-add use cases
• Participate in on-call rotation to ensure 24/7 coverage for escalated incidents
• Balance multiple tasks with varying priorities and urgencies
• Monitor and ensure the health of the SaaS platform
• Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
• Develop an understanding of the ActionIQ CXHub and its value for customers, as well as its integration in the customer CX/martech stacks
• Provide customer support through various channels to drive customer satisfaction
• Demonstrate strong problem-solving and analytical skills
• Communicate clearly and collaborate effectively
• Understand computer science fundamentals, including algorithms, data structures, design patterns, networking, and operating systems
• Have knowledge of the Software Development Life Cycle
• Have exposure to ETL processes and APIs (REST, SOAP)
• Proficiency in at least one of the following: SQL, Python, or similar programming languages, command line operations in a Linux environment
• Understand Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)

1-3 years experience in customer support engineering

Enthusiasm for working with customers through various channels to help drive customer satisfaction

Strong problem solving and analytical skills

Clear communication and great collaboration skills

Understanding of computer science fundamentals (e.g., algorithms, data structures, design patterns, networking, operating systems)

Knowledge of the Software Development Life Cycle

Exposure to ETL processes and APIs (REST, SOAP)

Proficiency in at least one of the following: SQL, python or similar programming languages, command line operations in a Linux environment

Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)

• Leading Medical, Dental, and Vision benefits
• 401k
• FSA
• Commuter Benefits
• Gym Reimbursement
• Flexible PTO
• 12-weeks paid parental leave
• Opportunities for career enhancement and skill development through conferences, workshops, and Udemy learning courses
• Beautiful office location in NYC with a hybrid work schedule
• Catered lunches and stocked kitchen with beverages and snacks
• Monthly social hours
• Work with a fun, inclusive, and smart team
• Equal opportunities for all applicants
• Inclusive, equitable, and diverse organization