AltScore

Support Engineer

• Diagnose, troubleshoot, and resolve customer-reported issues in a timely and efficient manner, ensuring a high level of customer satisfaction.
• Manage the customer support ticketing system, prioritizing and addressing requests based on urgency and complexity.
• Collaborate with internal teams, including engineering and product, to escalate and resolve complex technical issues.
• Assist customers in implementing and integrating our platform with their existing systems, including APIs and third-party tools.
• Write, update, and maintain customer-facing documentation and knowledge base articles to empower self-service.
• Conduct root cause analysis to identify recurring technical issues and propose long-term solutions.
• Monitor and ensure adherence to Service Level Agreements (SLAs) for response and resolution times.
• Provide feedback to product and engineering teams regarding common customer pain points to drive product improvements.
• Stay up to date on product updates and industry best practices to ensure customers are always supported with the most relevant solutions.

Customer Support Engineer