Support Engineer

• Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues.
• Perform thorough diagnostics, replicating complex environments and documenting findings.
• Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms.
• Track and prioritize your case backlog, balancing urgency with customer success.
• Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods.
• Work closely with Engineering on escalated bugs or feature requests, providing clear feedback.
• Investigate and resolve customer complaints with minimal need for management intervention.
• Participate in after-hours or weekend rotations as needed for critical escalations.

Technical Support Specialist

Technical Support Engineer

Technical Support Representative