Remote Product Support Engineer II Job in UK Smartcar

Who you are

• 5-8 years of experience in a Support or Success Engineer role at a B2B SaaS company
• At least 2 years of experience working with and troubleshooting APIs
• At least 2 years of client-facing or customer service experience
• Strong technical and troubleshooting skills
• Comfortable navigating ambiguity while balancing competing priorities, gauging impact, and selectively escalating
• Data-driven mindset with experience using BI/data tools like Metabase, Tableau, or similar
• Excellent verbal and written communication skills
• Proficient with Postman, CloudWatch, and other API troubleshooting tools

Desirables

• Familiar with Javascript (Node.js)
• Proficient with SQL

What the job involves

• You will be the primary technical contact for customers and play a critical role in our overall developer experience. You will work closely with Customer Success, Product, Sales, and Engineering teams to help troubleshoot and escalate complex technical issues. You will own all inbound technical support requests from vehicle owners and customers across the US and Europe.
• You will collaborate with Customer Success to provide additional support during onboarding and implementation for small to enterprise-level accounts. You will work with Engineering to understand and resolve complex technical issues. You will read and navigate code to identify and suggest code-level fixes when relevant.
• You will write and maintain in-depth troubleshooting documentation for internal and external purposes. Navigate Smartcar's technical stack to highlight specific issues for the engineering team. Act as the Voice of the Customer by identifying challenges and proposing improvements to our products and processes.
• You will be an expert in Smartcar API, communicating effectively with customers and the team to solve issues. You will ensure to provide a seamless experience to users with effective communication and action.

Application process

• Interview process