Handling escalated and complex technical issues from customers
Identifying, validating, documenting bugs, and working with Engineering to triage and prioritize Bug submissions
Contributing to continuing education for Technical Support Engineers
Developing and implementing processes, training programs, and tools that help increase the effectiveness of the Technical Support Department to ensure delivery of an optimal support experience
Collaborating closely with Product Management and Engineering on new product development and representing customer workflows and overall customer voice
Serving as a single point of contact for large customer accounts, while leveraging the broader supporting team across the world to deliver quick and effective solutions to customer issues
Participate in an on-call rotation for any major issues or outages, especially during off hours
Achieve and maintain Subject Matter Expert (SME) status on assigned products/feature areas
Being a primary resource for API & Developer Support issues from internal & external customers

Requirements

Minimum 5+ years of experience in Customer Support and/or Tech Support
Experience providing technical support to partners, developers, and administrators who build/support integrations leveraging SaaS APIs
Go-getter: You’re eager, resourceful, and put your problem-solving skills to the test. You also notice gaps in existing processes and can create and successfully implement change management
Ability to communicate technical issues to non-technical individuals up to and including C level executives
Tech Savvy: You utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team about to make history
Quick: Energetic is your baseline, and you’re a fast learner. You love to figure out puzzles and take pride in your work
Owner: You take control of escalated customer issues from front line support staff and see problems through to resolution
Team Player: You strive for greatness and know that teamwork is the way to get there.
You’re a natural leader, and see yourself growing as our team expands
2+ years providing Advanced API Support, Developer Support, and/or Custom Integration Solutions to customers
Experience with our technical stack: Ruby on Rails, Node.js, Elixir (or comparable functional language such as Golang), ElasticSearch, MySQL, AWS, Docker and Kubernetes.
Experience working with monitoring/logging tools such as DataDog, Kibana, or Splunk
You have CRM, VOIP/Networking, Exchange or other email provider experience
Experience utilizing and troubleshooting AI tooling
You’re a SFDC admin or equivalent experience
You’ve supported enterprise customers
You understand the sales industry, roles, processes and workflows
You have SaaS product support experience
Experience with domain management (creating Cnames)
You have in depth experience with Networks and network-based Telephony
You have experience working with machine learning
You have experience with the technologies we use, including...Salesforce/Dynamics, Gmail, Zendesk, Slack, VOIP, Jira, Tableau, Monitoring/Logging tools such Splunk, Kibana, DataDog, Wavefront, etc.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

API supportDeveloper supportCustom integration solutionsRuby on RailsNode.jsElixirElasticSearchMySQLAWSDocker

Soft Skills

problem-solvingcommunicationteamworkleadershipresourcefulnesscuriosityquick learningownershipcustomer focuschange management