Technical Support Engineer

Skills

Developer ToolsDocumentationHTMLInternet Protocol SuiteJSONNetworkingTechnical Support

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

2+ years of experience in a similar role with SaaS companies and startups a plus
Understanding of JavaScript, JSON, Rest API, HTML, React, and/or TypeScript
Experience using developer tools, APIs, and error logs
Technically curious and continuous learner
Enjoy problem solving and translating technical concepts
Strong communication etiquette and comfort with Zoom or Video meetings

Nice to have

Bilingual in Spanish
Knowledge of AI systems and Automation
Proficient with networking concepts like TCP/IP, DNS, DHCP, MX configuration

Day to day

You will master the Kustomer platform to efficiently resolve customer issues.
You will partner with customers to solve their problems and provide the best experience possible.
You will research, diagnose, troubleshoot, and identify solutions for system issues.
You will document technical knowledge for internal and external audiences.
You will provide step-by-step technical help to customers, both written and verbal.
You will properly escalate unresolved issues to internal teams.
You will provide ad hoc client training on Kustomer platform features.
You will participate in various team projects.
You will handle sensitive personal data and be available for shifts to ensure 24/5 coverage.

Company

Why this team might suit you

Mission, benefits, values and useful company context.

Mission

Kustomer helps businesses grow by delivering exceptional customer service via phone, email, chat, text, messaging and more. Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. See why growing brands use Kustomer to build the enduring customer relationships that drive better business results.

Benefits

Competitive salaries
Stock options
100% healthcare coverage
401K
WiFi and Mobile reimbursement
Generous vacation policy

Values

Kustomer promotes transparency and collaboration within its team. The focus is on delivering exceptional customer experiences, with an emphasis on empathy and solving problems efficiently. Their values include striving for excellence, embracing curiosity, and enabling personalization and adaptability through technology.