Support Engineer

• Respond to customer inquiries and support requests via email.
• Troubleshoot and resolve basic technical issues related to the SaaS product.
• Guide customers through standard procedures, such as account setup and password resets.
• Document all support interactions and resolutions in the ticketing system.
• Identify and escalate complex or unresolved issues to senior support agents or other internal teams.
• Maintain and update a knowledge base with new solutions and FAQs.
• Collaborate with team members to share knowledge and improve support processes.
• Provide a positive and helpful experience to all customers.

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