Support Engineer

• Serve as a primary point of contact for troubleshooting and resolving customer-reported issues.
• Investigate and replicate technical problems; escalate complex bugs to Development, DevOps, Data & Integrations, or Product teams with clear documentation.
• Monitor and respond to support tickets within defined service-level agreements (SLAs).
• Escalate urgent or high-impact cases appropriately while maintaining ownership of the communication thread.
• Maintain deep knowledge of the Northpointe Suite and its integrations to diagnose issues and educate customers accurately.
• Stay current on new releases, system changes, and enhancements to effectively support product adoption.
• Create and update internal documentation, FAQs, and knowledge base articles based on ticket trends and recurring issues.
• Collaborate with Customer Success and Product teams to ensure shared understanding of recurring customer pain points.
• Identify patterns in support requests and suggest process or product improvements based on customer feedback and ticket analysis.
• Recommend improvements to support processes, escalation workflows, and tools.
• Proactively identify opportunities to reduce support volume through automation, self-service, or product enhancements.
• Develop and exhibit proficiency in customer support tools.
• Responsible for on-call duties once per month .
• THIS POSITION IS REMOTE - with travel possible for onboarding, company meetings, etc.

Customer Care Technical Analyst - 2nd shift

Job Level

About the role

Requirements