Zylo

Support Engineer

Zylo

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudJavaScriptPythonSQLSwift

About the role

  • Reporting to the Manager of Support, Zylo is seeking a skilled and motivated Support Engineer to join our team.
  • In this role, you will be responsible for providing top-tier technical support to our clients and partners, ensuring the smooth operation and resolution of issues within our platform.
  • As a Support Engineer, you will play a critical role in driving client satisfaction, improving support processes, and contributing to the overall success of our clients' SaaS management initiatives.
  • What you will do
  • Provide technical support and troubleshooting for Zylo's SaaS management platform, ensuring timely and effective resolution of client issues.
  • Triage, diagnose, and resolve incoming support tickets, collaborating with internal teams to ensure swift problem resolution.
  • Serve as a technical escalation point for client issues, collaborating with Product and Engineering teams to implement long-term solutions.
  • Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
  • Analyze support trends and client feedback to identify areas for improvement and proactively enhance support processes.
  • Participate in the development and implementation of tools and automation strategies to streamline support operations and enhance the client experience.
  • Collaborate with cross-functional teams, including Product, Engineering, and Client Success, to communicate client needs and influence product enhancements.
  • Provide feedback and insights to the Product and Engineering teams to help prioritize bug fixes and feature requests based on client impact.

Requirements

  • 3+ years of experience in a technical support or support engineering role within a B2B SaaS environment.
  • Strong problem-solving skills and ability to troubleshoot complex technical issues.
  • Experience with ticketing systems (e.g., Zendesk, Jira) and support workflow management.
  • Proficiency in working with APIs and troubleshooting integration issues.
  • Experience supporting or configuring AI-driven analytics and automation tools.
  • Excellent communication skills, both written and verbal.
  • Ability to explain technical concepts to both technical and non-technical audiences.
  • Collaborative mindset with an enthusiasm for client satisfaction and cross-functional teamwork. Nice to have
  • Familiarity with SSO, SAML protocols, and SaaS tools/integration concepts.
  • Familiarity with scripting and querying languages (e.g., Python, SQL) to enhance support processes.
  • Understanding of cloud infrastructure and web technologies.
  • A passion for emerging technology and a continuous learning mindset, eager to stay updated on the latest industry trends.