Support Engineer

• This is Technical Support at Lattice: Technical Support Engineering team serves as the backbone of customer satisfaction and product excellence; provide expert technical assistance and diligently troubleshoot customer issues with tailored solutions; initial point of contact for technical inquiries, driving resolution and actively participating in process enhancements to continually elevate the customer experience.\n• You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone\n• You\'ll independently manage technical cases to ensure prompt resolution\n• You\'ll improve processes based on data insights, focusing on documentation and engineering tasks\n• You\'ll support the prioritization of engineering bugs and tasks and balance the needs of our customers\n• You\'ll lead product feedback projects to improve operational efficiency\n• You\'ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective\n• You\'ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams\n• May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building

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