Acuity, Inc.

Technical Support Engineer

Acuity, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $60,000 - $75,000 per year

Job Level

JuniorMid-Level

Tech Stack

AWSAzureServiceNowSQLSwift

About the role

  • Act as the primary contact for customer inquiries via email, phone, and virtual meetings.
  • Deliver timely, empathetic, and effective support that enhances customer trust and satisfaction.
  • Troubleshoot, triage and resolve technical issues while communicating solutions clearly and confidently to both technical and non-technical audiences.
  • Escalate complex issues to Production Support team by providing detailed troubleshooting documentation, ensuring faster resolution and minimizing customer disruption.
  • Partner with Customer Success, Engineering, and Product teams to advocate for customer needs, influence product improvements, and ensure a unified support experience.
  • Serve as a subject matter expert on our platform. Guide customers through configuration, best practices, and technical requirements to maximize platform value and usage.
  • Build trust-based relationships with customers through consistent, high-quality interactions.
  • Manage support tickets with accuracy and urgency, ensuring timely follow-ups and resolution in alignment with service level agreements.
  • Act has a product SME, consistently staying ahead of product updates while staying informed on known product issues.
  • Contribute to team knowledge and process enhancements that improve efficiency and customer outcomes.
  • Create and maintain customer-facing documentation that empowers users to self-serve and reduces inbound support volume.

Requirements

  • 2 + years in a technical support or help desk role , in SaaS or software environment.
  • Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
  • Experience troubleshooting web-based applications, APIs, & integrations.
  • Familiarity with basic networking concepts , browser dev tools, or log analysis.
  • Basic u nderstanding of SaaS architecture (e.g., AWS, Azure).
  • Exposure to SQL, scripting, or basic coding is not required but a plus.
  • Experience contributing to or maintaining internal/external knowledge bases or documentation .
  • Strong problem-solving and critical thinking abilities.
  • P atience and empathy through active listening ensur e customers feel heard and understood .
  • Excellent presentation and demonstration skills.
  • Ability to build rapport and trust with customers at all levels.
  • Customer service orientation with a focus on long-term satisfaction and loyalty.
  • Self-motivated, flexible, and open to feedback and development.