Senior Technical Support Engineer

Responsibilities

• Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues.
• Meeting or exceed customer expectations on response quality, timeliness and overall customer experience
• Taking end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution. Showing dedication, patience and commitment to seeing problems through to resolution. Ability to think logically and creatively, with a detail-oriented working style, such that…
• Communicating with customers and partners through the online support tool, and via audio (top tier customers may call in directly) and video calls and screen-sharing sessions which will occur regularly
• Collaborating with
• Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times
• Reproducing customer problems internally, to enable the development and testing of a resolution
• Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers
• Providing feedback to the training and documentation teams so that common or emerging issues can be addressed before they become serious or widespread
• Ensuring best practices are followed and processes are adhered to, especially with

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