About The Role

Join our skilled Technical Support team as a Technical Support Engineer. In this role, you will leverage your technical expertise and problem-solving skills to deliver exceptional support, solve immediate issues, and proactively identify and address underlying trends. You will play a pivotal role in shaping our support operations, developing and refining processes, implementing tools, and building a robust knowledge base. This position offers comprehensive health insurance, unlimited paid time off, parental leave, an equity incentive plan, a work from home stipend, commuter benefits, and an annual offsite event.

Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience.
Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed.
Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions.
3+ years of Technical Support experience providing end-user support on complex, feature-rich, constantly iterating B2B SaaS platforms
Excellent written and verbal communication skills
Demonstrated success providing support through Slack, live chat channels, and email
Proficient in real-time troubleshooting, including video conferencing and remote access
Proven ability to work independently and manage multiple tasks efficiently
Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup
Familiarity with API troubleshooting and/or tools such as Postman
Technical experience with tools such as Salesforce, HubSpot, Outreach, Salesloft, etc
Experience in Windows or Mac administration
Experience of telephony, VoIP, and network troubleshooting
Experience writing/editing customer-facing Help Center articles

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