Support Engineer

• Deliver outstanding technical support via chats and emails
• Manage customer support tickets and maintain a 24-hour response SLA
• Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes
• Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements
• Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality
• Maintain and improve customer-facing documentation and self-service resources in GitBook
• Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI

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Technical Support Consultant, Fluent English