Associate Product Support Analyst, Overnight
Stack Exchange
Cloud
Senior Support Engineer
Acoustic
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead troubleshooting and root cause analysis for high-complexity customer incidents.
- Create, document, and consistently follow established support processes.
- Design and maintain support plans, ensuring team alignment and communication.
- Write mid-level complexity code to resolve issues and perform moderate testing/debugging.
- Recommend design improvements based on client needs and system dependencies.
- Collaborate cross-functionally to deliver exceptional customer service and drive innovation.
- Act as a resource for junior engineers and contribute to team development.
- Maintain a solid understanding of Acoustic’s product portfolio and support tools.
Requirements
- Proven experience in technical support or engineering roles.
- Strong troubleshooting and analytical skills.
- Familiarity with SaaS platforms and Agile methodologies.
- Excellent communication and collaboration abilities.
- Ability to work independently with minimal supervision.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingroot cause analysismid-level codingtestingdebuggingdesign improvementssupport processessupport plans
Soft skills
analytical skillscommunicationcollaborationindependenceteam development
