Support Engineer

• Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication
• Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports
• Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts
• Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses
• Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers
• Establish and evolve support operations
• Define SLA targets (based on MSA), escalation paths, incident communication templates, and internal ticket flows that scale with volume
• (Re-)Categorize user requests to distinguish between different request types and corresponding SLA targets
• Sync with Product and Engineering to gain a firm understanding of our products and tech stack to better reproduce/understand support requests and create CS function handbooks
• Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules, and connecting with status pages, analytics, and logging or telemetry where useful
• Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets
• Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable
• Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations such as indexing guidance, caching strategies, and safeguards
• Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution
• Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data

Senior Customer Support Engineer

Senior Customer Support Engineer

2nd Level Support Engineer – UEM

Technical Support Engineer

2nd Level ITSM Support Engineer

Customer Support Engineer, MedTech, SaaS