FOSSA

Support Engineer

• Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week)
• Own a backlog of customer support tickets (currently ~100 per agent), providing frequent updates to customers and negotiating priority with engineering
• Think and act “customer-first”, collaborating closely with all key parts of FOSSA
• Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system
• Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization
• Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)

Senior Support Engineer