Technical Support Engineer (US - Remote)

Responsibilities

• Build strong working relationships within
• Support, Engineering, and Operations
• Manage high-volume real-time chats (avg. 20/day but this can increase during peak seasons), maintaining a first response under 30 seconds
• Analyze and reproduce product issues with strong technical reasoning, and narrow down a problem by testing what you think is happening rather than guessing
• Develop the instinct to tell early in a conversation whether you are looking at something known and documented or something that needs real investigation, and switch modes accordingly. At our volume, speed comes from that judgment far more than from typing faster.
• Resolve increasingly complex issues without escalation, including driving at least one recurring issue to a permanent fix at source, so that category of ticket stops occurring.

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