Remote Lead Technical Support Engineer Job in United States Owner.com

Who you are

• 5+ years of experience in technical support or support engineering, preferably in a software environment with DNS and SaaS integration experience
• Experience working closely with Product and Engineering teams
• Proven ability using ticketing systems like Linear or Jira
• Network Administration experience
• Understanding of database concepts such as Postgres
• Customer-facing experience in a service role
• Empathy for the customer experience
• Ability to mentor other support engineers
• Strong team-oriented interpersonal skills
• Manage time effectively, balancing multiple tasks with varying priority

Desirables

• Strong technical troubleshooting skills
• Tool and process automation
• Customer satisfaction oriented
• Subject matter expertise in various technologies
• Ability to explain and guide customer teams
• Empathy for customer experience
• Team-oriented interpersonal skills

What the job involves

• Diagnose and resolve advanced technical issues with Owner.com products, including debugging code errors and root cause analysis.
• Collaborate with Product and Engineering teams to develop tools, streamline processes, and enhance customer satisfaction.
• Create and maintain knowledge-base articles and documentation to assist customers in self-service.
• Advocate for customers by communicating their needs and influencing product direction based on feedback.
• Provide guidance and context to customer-facing teams for efficient issue resolution.
• Automate and scale support processes to improve efficiency and effectiveness.

Application process

• Not provided