Supermetrics

Support Engineer

• Serve as the primary point of contact for customers seeking technical assistance via various channels including email, video conferencing, and live chat.
• Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage.
• Collaborate with customers to understand their technical requirements and provide tailored solutions to meet their needs.
• Escalate unresolved issues to the appropriate internal teams such as engineering or product development, and effectively manage customer expectations and communications related to the troubleshooting effort and resolution.
• Document, with a high degree of accuracy all customer interactions, issues, and resolutions in our Support ticketing system.
• Assist in the development and maintenance of technical support documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Stay up-to-date on product enhancements, new features, and industry best practices to provide timely support and guidance to customers.
• Participate in regular training sessions to enhance technical knowledge of cross functional team mates

Technical Support Specialist