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

Technical Support Consultant, Fluent English

• Serve as a primary interface for customers during onboarding, issue resolution, and ongoing support
• Diagnose, troubleshoot, and resolve known technical issues using defined practices, procedures, and company policies
• Match customer needs to the appropriate Digital Insight offerings and recommend best-practice usage
• Deliver clear guidance and training to customers on how to effectively use supported solutions
• Manage multiple customer cases and small projects concurrently
• Create clear, concise, and accurate case documentation
• Ensure timely, appropriate escalations with fully documented issue details
• Build strong working relationships with cross-functional teams across Candescent and Digital Insight Software Solutions

Software Support Engineer

• Provide technical assistance and support for upcoming queries and issued related to computer systems, software, and hardware
• Assist in installation, configuration, and maintenance of IT infrastructure, including servers, networks, and other IT systems
• Diagnose and resolve technical hardware and software issues promptly, escalating problems as necessary
• Maintain accurate records and documentation of IT assets, configurations, and procedures
• Ensure IT systems are compliant with security policies and standards, including antivirus updates, patch management, and access control
• Assist in the deployment and management of software applications, updates, and licenses across organization
• Participate in backup and disaster recovery processes to ensure data integrity and availability
• Monitor system performance and capacity, identifying and resolving issues proactively
• Liaise with vendors and service providers to resolve technical uses and procure necessary IT equipment and services
• Work as part of our Helpdesk team, logged into hunt groups, and answer client calls professionally throughout the day.
• Handle both external customer tickets and internal support requests, ensuring timely and effective resolution.

Technical Support Specialist

• Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance.
• Resolving customer issues surfaced through zendesk tickets and for certain customers jumping on live zoom calls to work through open issues.
• Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support
• Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend
• Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution
• Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues
• Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement
• Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication
• Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently
• Identify recurring failure patterns and translate them into actionable product feedback for Engineering

See all jobs on JobTailor

Technical Support Consultant, Fluent English

Software Support Engineer

Technical Support Specialist

Support Engineer – SSO/SCIM