Support Engineer

What you'll do

• Provide technical support for incoming tickets from customers
• Perform in-depth technical analysis, troubleshooting, root cause identification, and engage SMEs as needed for incident and problem management
• Manage the technical on-call channel to deliver quick fixes for high-priority product issues
• Monitor support quality metrics to assess and improve support processes
• Analyze previous customer cases to identify trends and pain points, driving product improvements
• Review support tickets and provide feedback to the team, coaching them on troubleshooting
• Drive changes that improve support-related processes
• Identify and address gaps in internal tools and processes
• Assist with team coordination and customer communications during product launches and support events
• Work closely with Product and Software Engineering teams to resolve issues and enhance customer experience
• Collaborate with team members to ensure customer issues are addressed promptly and effectively
• Participate in cross-functional meetings to discuss and solve complex technical problems
• Operate with a sense of urgency to resolve customer issues, ensuring high customer satisfaction
• Take ownership of customer issues, treating them as personal challenges to be resolved

Requirements

• Experience in troubleshooting, debugging, and resolving technical issues
• Familiarity with at least one programming or scripting language
• Basic understanding of web technologies
• Basic understanding of SQL and database systems
• Ability to be cordial, supportive, and empathetic in customer interactions
• Strong communication skills, both written and verbal
• At least 2 years of experience in a software testing, support, IT, or software development role
• Experience supporting real-world, customer-facing software products and technologies throughout the software development life cycle
• Self-motivated and thorough, with ability to take ownership and drive projects to completion
• Excellent written and verbal communication skills
• Excellent analytical, technical, and troubleshooting skills
• Always looking for ways to improve processes

Tech stack