Technical Support Engineer

What You’ll Do

• Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share)
• Break/Fix: Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.
• Technical Task: Perform backend configuration work, including data transformations/uploads and migrations, to maintain functionality and meet customer requirements.
• Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s).
• Develop expertise in assigned SME areas, progressively deepening knowledge in specialized product features.
• Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
• Leverage technical tools like session replay, log analysis, and developer tools to perform deep-dive troubleshooting.
• Contribute to Knowledge Base articles in association with Product and Education teams, ensuring documentation remains current and valuable for both customers and AI enablement.
• Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.
• Monitor and contribute to internal Slack discussions, assisting cross-functional peers with complex cases and sharing insights from assigned SME area(s).
• Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews, roadmap direction, and defect prioritization.
• Lead or contribute to special projects and initiatives as assigned, leveraging expertise and creative problem-solving skills to help the department and company achieve their goals.

What You’ll Bring

• 2+ years of experience in Technical Support, IT, or a related technical field.
• High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
• Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
• Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
• Proven ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.