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Technical Support Engineer
Skills
Software As A ServiceAirline TicketingCustomer ExperienceCustomer SuccessMicrosoft SurfaceResearch And DevelopmentService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3–5 years of customer-facing technical support or engineering support experience in SaaS
- Strong troubleshooting and problem-solving skills across web applications and integrations
- Familiarity with REST APIs
- Proficiency in networking concepts and protocols
- Experience with browser dev tools
- Proficiency in SQL
- Empathetic communication and ability to explain technical issues clearly
- Familiarity with ticketing systems such as Zendesk or Jira
- Familiarity with knowledge base tools such as Notion or Confluence
- Kibana is a plus
- Scripting is a plus
Nice to have
- Customer-centric
- Technically savvy
- Empathetic
- Fast-paced mindset
- Problem solver
- Collaborative
- Process improvement focused
Day to day
- Handle incoming support tickets and customer inquiries with timely, empathetic, and effective resolutions
- Work closely with Product and R&D teams to surface bugs feature requests and customer feedback
- Own support documentation and improve self-service resources while helping streamline workflows and customer onboarding