RRemoteville

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Customer Support Engineer

Skills
Customer SatisfactionCustomer SupportDigital AuthenticationOralResolving IssuesSecurity Assertion Markup LanguageTechnical Support
Role

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.