Full time. Hybrid position.
Responsibilities:
- Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels
- Manage and solve assigned cases by providing the best support solution given the client needs
- Investigate the root cause of issues by isolating the problem, searching application logs, and utilizing developer tools (Chrome Dev Tools, monitoring systems, database commands)
- Reference technical documentation and aid in building technical internal knowledge base content where gaps may be present
- Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution
- Develop regular reports to understand the health and quality of our platform
Requirements:
- 2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
- Experience with inspecting and diagnosing web-applications and/or mobile applications
- Strong understanding of and experience with REST APIs and/or GraphQL API
- Knowledge of Single Sign-on including OAuth, SAML, and SCIM
- Ability to reproduce customer issues, perform initial triage and file bugs with Engineering
- Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution
- Excellent interpersonal skills and multitasking abilities
- Superb written and verbal communication skills
- Positive attitude, empathy, and high energy
- Ability to take initiative and adapt
Send email with position name to: [email protected]