Technical Support Engineer
Skills
Software As A ServiceBusiness InsightsContinuous ImprovementCustomer SuccessOnline SupportPlaysRefining Processes
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years of technical support experience on complex feature-rich B2B SaaS platforms
- Experience supporting users via Slack live chat and email
- Proficiency in real-time troubleshooting including video conferencing and remote access
- Excellent written and verbal communication skills
- Ability to learn and work independently on a rapidly changing SaaS platform in an early-stage startup
- Strong time management and ability to handle multiple tasks efficiently
Nice to have
- Customer-focused
- Curious mindset
- Solution-oriented
- Collaborative
- Proactive
- Independent
Day to day
- Provide prompt empathetic and clear support to help users resolve issues and have a positive experience
- Troubleshoot complex technical problems across a fast-changing SaaS platform and collaborate with engineering to resolve escalations
- Identify recurring issues share customer insights and help refine support processes knowledge base content and internal workflows
- Work closely with product engineering and customer success teams to improve the user experience and support scalable growth