Your opportunity
Are you ready to be a key player in our SaaS company, one that is setting the bar for technical innovation? As an Associate Technical Support Engineer, you play a critical role as the first point of contact for our customers. Not only do you have a passion for customer service, you have strong troubleshooting skills and the ability to think fast and prioritize. You feel a sense of pride and satisfaction helping customers and will work directly with them to answer questions, solve problems, and help them love our product.
We are serious about keeping our skills sharp, emphasizing training and continuous expansion of our knowledge base - your learning opportunities will never end. You will collaborate with other Support Engineers and Product Engineers to creatively and passionately assist with customer issues, while honing your technical skills. You will use your insight and imagination to help us identify recurring or systemic problems, and suggest ways we might address them.
What you'll do
- Efficiently and effectively triage a broad array of incoming (business and product) customer inquiries and route complex issues to the appropriate SME, putting the customer experience first
- Serve as a collaborative technical expert within the accounts and security specialty area for our Global Technical Support organization.
- Demonstrate connectedness and contribute to a supportive work environment
- Promote self-sufficiency through the creation and sharing of knowledge through multiple mediums and channels
- Be responsible for your own development, seek feedback from others, and continually build your organizational, support process, and product knowledge
- Identify recurring or systemic problems, and suggest ways we might continuously improve
This role requires
- Bachelor’s Degree or code school experience
- You have general knowledge of Technical Support Engineering processes
- You have established troubleshooting skills, and can get creative when the answer is not obvious
- You have excellent written and verbal communication skills, and can effectively communicate across all levels
- You have experience collaborating across teams to solve problems
- You can articulate the importance of the customer experience, and are accountable for results
- You think critically with a propensity for continuous improvement
- You have ability to work EST hours: Generally 8am-5pm EST, Monday -Friday
Bonus points if you have
- Experience with Identity and Access Management
- Experience with New Relic products
- Experience with Salesforce Service Cloud
- You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.
