Aliant

Support Engineer

• Provide technical support to platform customers, answering questions and handling product-related incidents;
• Analyze, triage, and respond to tickets and emails received through the CRM (HubSpot);
• Investigate reported errors and behaviors by reproducing scenarios and collecting evidence for diagnosis;
• Guide customers on platform features, configurations, and usage workflows;
• Participate in customer meetings to provide clarifications and analyze processes within the system;
• Collaborate with Support, Development, Customer Success, and Sales teams;
• Escalate technical issues to the appropriate teams with structured information and full context;
• Monitor product fixes and improvements, validate outcomes, and communicate updates to customers;
• Contribute to the knowledge base and continuous improvement of support processes.
• Manage priorities and the ticket queue with organization and a sense of urgency.

Technical Customer Support Analyst