Support Engineer
Posted Updated
As our Support Engineer, you’ll be the connective tissue between R&D and our customer-facing teams. You’ll make sure technical issues are tracked, prioritized, and resolved quickly, and that our CSMs always have the answers they need.
Responsibilities
Internal Orchestration (70%)
- Attend R&D team meetings to stay current on product developments and known issues
- Serve as technical liaison between engineering and customer-facing teams
- Coordinate escalation workflows between CSMs and engineering
- Track and prioritize technical issues across the customer base
Workflow Development (20%)
- Design and implement standardized support processes
- Create documentation templates and knowledge base materials
- Establish SLA frameworks and escalation protocols
- Build reporting dashboards for support metrics
Direct CSM Support (10%)
- Provide technical guidance to CSMs during complex customer issues.
- Assist with technical aspects of customer onboarding.
- Help prepare technical responses for customer inquiries.
- Responsible for also providing updates to customer directly through support@reco.ai , this way CSM isn’t a blocker on quick response times.
Requirements
Technical Skills
- 6+ years of experience in technical support or operations
- Understanding of software development processes (not expert-level coding required)
- Experience with support tools and ticketing systems
- Strong documentation and process creation abilities
Soft Skills
- Excellent communication skills for cross-team collaboration
- Strong organizational skills and attention to detail
- Ability to translate technical concepts for non-technical stakeholders
- Customer-service mindset focused on internal client success
- Previous experience working in the US business hours
- Previous experience working in a start-up environment
- Customer Obsessed
Key Success Metrics
- Reduction in average time to resolve technical issues
- Implementation of standardized support workflows within 90 days (we’ve already started this, they can improve it)
- Establishment of clear escalation paths with defined SLAs