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Technical Support Engineer

HqO

HqO

IT, Customer Service
Boston, MA, USA
Posted on Tuesday, May 14, 2024

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.