Technical Support Engineer (Tier 2)
About The Position
Who you are: You have 5+ years of Customer Service experience under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer experience. Does this sound like you? If so, keep reading and apply today! What you’ll do: Become a Technical escalation and resource for the CS team. Convert technical details into thoughtful understandable Customer responses Identify, reproduce, and document bugs for the engineering teams Make active contributions to help achieve team goals and successes Complete Level 2 support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature Assist the Professional Services team as needed with technical implementations. Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
Requirements
- Technically oriented – willing to learn new systems quickly and savvy in tools like Postman, API, Dev Console, Kibana
- Experience as an Encompass Admin
- Passionate about customer support and about the role it plays in making a customer-centric team successful
- Ability to communicate technical problems in a elegant and tactful way
- Strong communication and writing ability
- Empathy, diplomacy, tact, and poise under pressure when working through customer issues
Responsibilities
- Become a Technical escalation and resource for the CS team
- Convert technical details into thoughtful understandable Customer responses
- Identify, reproduce, and document bugs for the engineering teams
- Make active contributions to help achieve team goals and successes
- Complete Level 2 support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature
- Assist the Professional Services team as needed with technical implementations
- Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
Benefits
- Competitive salaries
- 100% paid medical/vision/dental/disability/life insurance for full time employees
- Flexible vacation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
