Technical Support Engineer - West Coast
You will act as the first point of contact for customers, resolve complex issues with empathy and urgency, provide real-time technical support for the SaaS platform, manage cases and documentation, escalate issues, participate in critical-incident war rooms, identify recurring problems, and suggest process improvements.
Responsibilities
- Serve as a trusted advisor and advocate for customers
- Manage customer inquiries with empathy and efficiency
- Provide real-time support through Slack and other communication tools
- Deliver technical support for the SaaS platform
- Escalate and collaborate on complex issues with the Senior Support Team
- Identify and resolve recurring issues
- Contribute to process improvements
- Manage cases and maintain clear documentation
- Communicate during critical incidents
- Participate in war room calls
- Keep customers informed with timely updates
- Adhere to business processes and policies
- Suggest improvements to enhance the customer journey
Requirements
- 1-2 years of experience in customer support or a similar role
- Strong troubleshooting skills
- Ability to work under pressure and prioritize customer needs
- Exceptional written and verbal communication skills
- Ability to build strong customer relationships
- Customer-first mindset
- Experience managing and resolving complex issues
- Ability to adapt quickly to changing customer needs and prioritize tasks
- Commitment to continuous learning
- Experience supporting SaaS-based solutions or working in financial services or technology
- Familiarity with databases, scripting languages, Coralogix, Kibana, Grafana, or LogStash
- Understanding of blockchain technologies and cryptographic principles
Benefits
- Target bonus
- Equity grant
- Generous benefits