SupportNinja

Support Engineer

• Diagnose and troubleshoot technical issues reported by customers with a focus on providing accurate and timely solutions
• Develop and maintain a comprehensive understanding of our products and services
• Stay informed about industry trends, updates, and new technologies to better assist customers
• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently
• Document and track customer issues, ensuring thorough and accurate records for future reference
• Create and update technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently
• Conduct training sessions for customers and internal teams on product features and best practices
• Gather customer feedback and insights to contribute to the continuous improvement of products and services
• Advocate for customer needs within the organization, ensuring a customer-centric approach to product development
• Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

Technical Support Engineer, API, SQL