Technical Support Engineer

About the Role:

As a Technical Support Engineer you will play a pivotal role in ensuring clients success by providing top-notch technical support and problem resolution. You'll collaborate with cross-functional teams to deliver exceptional customer experiences, troubleshoot issues, and contribute to the continuous improvements of the product.

Experience And Skills:

• SaaS Technical Support experience

• Hands on CLOUD Technology experience (AWS preferred)

• Previous experience with API Development / SaaS products

• Experience with: RESTful APIs, SQL, Familiarity with at least one language like Python or Javascript.

• Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Confluence, Looker, Datadog, Splunk, Other Logging Tools

• Able to work with logs and build hypothesis to unfold complex problems

• Experience and familiarity with tools such as Braze, Embrace, Sentry, Applanga

• Experience with relational databases (MySQL, etc.)

• Using Inspect & Webdev Tools

• Understanding REST APIs

• Query Similar Key Phrases: Slack, Jira, Confluence

• Github/CircleCI: Understanding of PRs and Release Workflows

• Read Through Stories, Tech Plans, and Product Specs to Identify Desired Behavior

• Test Ideas in Preprod/Sandbox Environment

Other Requirements:

• Excellent client-facing skills

• Excellent written and verbal communication skills

• Very comfortable with technical concepts and great analytical skills

• Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this includes outbound contact with customers for additional information and resolution

• Personal commitment to quality and customer satisfaction

• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner

• Work directly with Engineering and Product teams to resolve the issues customers have reported

• Empathy and the desire to help others

• Sense of urgency, ability to prioritize tasks based on business priorities

• Can work independently and make decisions even when limited details are available

• Diligence, patience and friendliness, even when things need to move fast

• Self-starter, able to learn new technologies “on the fly”

What You’ll Do:

Managing All Jiras Created by Support

• Triage all potential bug Salesforce tickets to determine if a Jira needs to be created.

• Create Jira tickets with associated logs, screenshots, videos, reproduction steps, customer information, etc.

• Determine customer priority based on reported issue, blast radius, and customer health.

• Prioritize against all other currently open Jira tickets.

Creating/Maintaining Docs in Confluence:

• Known errors and workarounds.

• New processes for troubleshooting.

• Document Troubleshooting Guides & Steps

Training:

• Train members of the HqO and Glowtouch Support teams in any new process, procedure, errors, troubleshooting, etc.