Customer Support Engineer
Skills
Customer SatisfactionCustomer SupportDigital AuthenticationOralResolving IssuesSecurity Assertion Markup LanguageTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years in technical support role with 1+ year in Tier 3 or equivalent
- Proficiency in troubleshooting with APIs, SAML, SSO, integrations, and data connectors
- Familiarity with RESTful services, JSON, XML, OAuth, Python
- Experience with network protocols, authentication methods, and security protocols
- Understanding of database concepts and experience with SQL
- Excellent written and verbal communication skills
- Ability to convey technical information to both technical and non-technical audiences
- Strong customer service orientation
- Ability to work collaboratively within a team environment and across departments
Nice to have
- Experience with customer support tools like Zendesk, Salesforce
- Familiarity with cloud services (e.g., AWS, Azure) and DevOps practices
- Previous experience in a SaaS environment
- Certifications related to APIs, SAML, or other relevant technologies
Day to day
- Act as the primary point of contact for advanced technical support and product-related inquiries from customers, ensuring a high standard of service and expertise.
- Provide exceptional customer support through email and live customer calls while maintaining professionalism and empathy in all interactions.
- Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions that meet customer needs.
- Stay informed on industry trends and best practices related to our software, sharing insights and recommendations with customers to help them optimize their use of the product.