Senior Technical Support Engineer

Momentive Global Inc.•Portland, OR

61d•$66,810 - $78,600•Hybrid

About The Position

As a member of the Technical Support Engineering team, you'll tackle some of the most complex challenges impacting SurveyMonkey's customers. Your expertise in troubleshooting, customer-centric approach, and data-driven problem-solving will help resolve individual customer issues, improve internal processes, and influence product changes. You'll collaborate closely with product and engineering teams to triage issues, analyze trends in product quality, and provide insights that drive improvements. Additionally, you'll work directly with customers (including developers using our API) while also supporting initiatives that enhance troubleshooting skills and technical knowledge across the global Customer Operations team.

Requirements

3+ years of experience solving technical issues for customers.
2+ years supporting developers using an API.
Demonstrated experience building and owning relationships with internal or external collaborators across different disciplines.
Proven ability to take initiative on projects that grow or improve work at a functional, team, or business level, owning execution and accountability.
SaaS experience.
Proficient understanding of Salesforce.
Ability to communicate written and orally in English at the B2+ level.

Nice To Haves

Familiarity with one or more of the following:
Web technology (e.g. HTML, JavaScript, CSS, XML, PHP).
Platform/developer technology (e.g. API, SDK).
Logging technology (e.g. Splunk).

Responsibilities

Helping to solve some of our toughest product issues, from debugging problems faced by developers using our API to troubleshooting complex customer challenges.
Meeting customers at their most frustrated moments and guiding them to a resolution with clarity and empathy.
Improving the way we track and address technical issues by refining processes, systems, and collaboration with other teams.
Communicating clearly and adaptively in every situation. Whether it's providing customers with helpful context, sharing detailed reproduction steps with product and engineering, or keeping the team informed during outages.
Taking an active role in shaping team and company priorities, contributing to projects that drive meaningful improvements.