Technical Support Engineer
You will be joining the technical support engineering team, providing world-class customer service as part of the engineering organization. You will become an expert on the product, partnering closely with engineers, customer success, solutions architecture, and growth teams, as well as customers' developers. You will handle customer escalations through the ticketing system, use internal observability tools to diagnose and scope customer-facing issues, collaborate directly with customers via Slack and other channels, and develop internal tools and documentation to improve the support experience. You'll provide feedback to the product team on common challenges and help influence the product roadmap.
Responsibilities
- Provide technical guidance to customers' developers on best practices for integrating with APIs and utilizing product functionality
- Troubleshoot issues that arise from customers and diagnose blockers
- Escalate issues with customer context to the engineering team
- Develop internal tools to automate customer workflows unavailable in the product
- Provide feedback on recurring patterns and advocate for addressing feature gaps in the product
- Design and assist in implementing a comprehensive knowledge base to assist customers
Requirements
- 2+ years of work experience in a B2B customer-facing technical support organization or in engineering
- Experience working closely with engineering teams and providing technical feedback on customer issues
- Ability to debug and triage bugs and escalations from customers
- Can communicate technical capabilities of the product to customers
- Experience writing scripts or internal tools using APIs, and functional knowledge of SQL
- Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly
- A mindset of customer empathy and ability to solve challenging problems