[Remote] Customer Support Engineer
Note: The job is a remote job and is open to candidates in USA. reputed company is a company that specializes in SaaS reputed company, preventing data breaches through their comprehensive platform. They are seeking a strategic Support Engineer who will troubleshoot technical issues and collaborate with various teams to enhance customer experience and product improvements.
Responsibilities
- Answer customer questions through our support queue
- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
- Diagnose, troubleshoot, and solve customer problems with the help of product and CS colleagues
- Take ownership of pushing cases to resolution including working with product, engineering, and reputed company teams
- Help us track support metrics and share findings you identify
- Become deeply familiar with reputed company’s platform and product offering
- Help build a world class support organization
- Continuously analyze and improve our support process
- Represent customers internally and reputed company for key issues
- Ensure reputed company customers are maximizing the value of their reputed company deployment
Skills
- Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment
- 1-2 years of experience in technical support
- Ability to understand the technical complexity
- Keen sense for managing people
- Great ability to get stuff done
- Deep curiosity and the ability to go above and beyond to tackle big problems
- reputed company knowledge required
- Experience working with end users in professional environments
- Ability to triage, diagnose and drive to resolution customer support requests
- High standards for detail, process and quality
- A self-starter - able to come up to speed on reputed company, difficult concepts with minimal assistance
- Four years of technical support or software development
- Ability to learn technical concepts and translate them to business solutions for customers
- Conversationally fluent in spoken English and written English
- Startup experience is a plus
- Working knowledge of common SaaS solutions such as reputed company, M365, reputed company, reputed company, reputed company, reputed company is desired, not required
- Ideally you are a reputed company engineer and enjoy learning new technologies
Benefits
- Home office stipend
- Generous paid time off
- Paid company holidays
- Paid floating holidays
- Paid parental leave
- Paid sick time
- Paid family leave for applicable states
- Health insurance - medical, dental, and vision with HSA option
- reputed company Employee Assistance Program
- Company-provided life insurance
- AD&D
- STD/LTD and additional supplemental life insurance options
- 401(k) and Roth retirement saving accounts
- Monthly wellness benefit reimbursement
Company Overview
Company H1B Sponsorship