Support Engineer

• Investigate and resolve developer- and admin-related support cases through identifying, diagnosing, and resolving technical issues, often involving complex code and configurations
• Ensure high levels of customer satisfaction through empathetic, responsive, clear, and technically sound communication
• Demonstrate efficient work practices to ensure objectives and service level agreements (SLAs) are met while meeting the monthly goals on KPIs such as CSAT and Productivity
• Partner with more senior engineers to triage high-complexity cases and collaborate on solutions to ambiguous or novel technical issues
• Collaborate with Engineering, Product, Infrastructure and Customer Success Teams teams to troubleshoot code, propose fixes, and improve product supportability and debuggability
• Identify opportunities for product or service improvements and assist in driving supportability initiatives across the organization
• Leverage your expertise in programming, databases, and Web/API technologies to diagnose issues and identify root causes using advanced debugging techniques
• Mentor technical support staff, review support cases for accuracy, and promote best practices for issue resolution and customer communication
• You're proactive in identifying gaps in documentation, internal processes, or tooling — and take initiative to suggest or implement improvements
• Opportunities to work on multiple development projects from product to customer success

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