Technical Support Engineer

Conduktor • New York, NY

119d

About The Position

As a Technical Support Engineer, you will be the frontline of customer interactions, ensuring a seamless experience for users by troubleshooting and fixing issues, resolving inquiries, and providing expert guidance on our platform. You will work closely with internal teams to resolve customer facing issues, identify and implement root cause fixes; and you will contribute to strategic improvements to our support tools and processes. This role is suited for an individual contributor who thrives in a fast-paced environment and enjoys problem-solving.

Requirements

• Proven experience in a technical support role, in a start-up or scale-up environment
• Strong troubleshooting skills, with the ability to diagnose and resolve complex technical issues efficiently
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Comfortable working in a fast-growing startup environment where adaptability and initiative are key
• A customer-first mindset with a passion for delivering exceptional support experiences
• Working knowledge in one or more of these areas: Apache Kafka, distributed systems, or modern data streaming technologies
• Administering and troubleshooting Kubernetes environments
• Coding in one or more JVM language (e.g. Java, Scala)

Responsibilities

• Investigating and resolving technical issues with our product for our customers, escalating complex cases when necessary
• Implementing fixes for issues, working alongside product engineering where necessary
• Proactively identifying and implementing features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems
• Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements
• Meeting and exceeding key performance metrics, including response times and customer satisfaction scores
• Collaborating with other support team members to continuously refine support processes and enhance the overall customer experience

Benefits

• Stock options
• 15 days PTO + public holidays
• Top-tier private health insurance package
• Learning and development allowance
• Employee referral program
• ClassPass membership
• Company-wide events and team socials
• Our office is dog friendly!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees