About the Role
This position involves leading frontline technical support efforts by troubleshooting advanced system issues, mentoring team members, and ensuring high customer satisfaction through timely and accurate resolutions.
Responsibilities
- Diagnose and resolve escalated technical issues reported by customers
- Serve as a point of contact for complex support cases
- Mentor and guide junior support team members
- Document troubleshooting steps and solutions in internal systems
- Collaborate with engineering teams to report and track product bugs
- Respond to customer inquiries via phone, email, and chat
- Escalate critical issues to appropriate internal teams
- Maintain up-to-date knowledge of product features and updates
- Contribute to the creation of knowledge base articles
- Ensure adherence to support service level agreements
- Participate in on-call rotations for after-hours support
- Identify trends in customer-reported issues
- Propose improvements to support tools and workflows
- Assist in training new team members
- Monitor system health and alert relevant teams to anomalies
- Follow security protocols when accessing customer data
- Communicate technical solutions clearly to non-technical users
- Track case resolution times and support metrics
- Work cross-functionally with product and QA teams
- Support global customers across multiple time zones
- Handle sensitive customer information with confidentiality
- Use CRM software to log and manage support tickets
- Validate fixes with customers before closing cases
- Stay current with evolving technical infrastructure
- Promote customer success through proactive support
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Part of the global customer support team focused on resolving technical issues
Why This Role Matters
- This position plays a key role in ensuring customer trust by resolving critical technical issues efficiently.
- The senior support engineer helps shape the quality of the support organization through leadership and expertise.
What You’ll Achieve
- Reduce resolution time for high-priority customer cases.
- Improve team performance through knowledge sharing and mentorship.
- Contribute to product enhancements by providing feedback from the field.
Available for qualified candidates
