Lead Technical Support Engineer
Skills
DNS AdministrationDNS ManagementDNS ServerDomain Name SystemJiraLDAPLDAP Administration
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Nice to have
- 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
Day to day
- 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.
Hiring process
- Not provided