About the Role
The role involves diagnosing and resolving technical issues reported by customers using the platform, providing timely solutions, and collaborating with engineering teams to escalate critical bugs.
Responsibilities
- Diagnose and troubleshoot technical problems reported by users
- Respond to support tickets within defined service level agreements
- Reproduce and analyze reported software defects
- Collaborate with development teams to escalate unresolved issues
- Document technical solutions and update knowledge base articles
- Provide root cause analysis for recurring platform errors
- Guide customers through resolution steps via phone or email
- Monitor case backlogs and prioritize urgent requests
- Identify patterns in customer-reported issues
- Work across time zones to support global clients
- Maintain accurate case notes and resolution details
- Follow incident management protocols for high-severity outages
- Assist in validating fixes implemented by engineering
- Communicate technical details clearly to non-technical stakeholders
- Support customer onboarding and post-implementation phases
- Participate in team meetings and training sessions
- Adhere to security and compliance standards
- Escalate complex technical challenges appropriately
- Use diagnostic tools to assess system performance
- Ensure consistent application of support policies
- Track metrics related to case resolution and customer satisfaction
- Contribute to process improvement initiatives
- Stay current with platform updates and new features
- Assist in testing patches before deployment
- Maintain professionalism during high-pressure situations
Compensation
Competitive hourly rate commensurate with experience
Work Arrangement
Hybrid
Team
Part of a global technical support team delivering solutions to enterprise clients
What You’ll Be Doing
- Handle incoming technical inquiries from enterprise customers
- Investigate and resolve platform-related incidents
- Work closely with cross-functional teams to deliver timely fixes
- Maintain high standards of service quality and responsiveness
Key Qualities We’re Looking For
- Analytical mindset with structured troubleshooting approach
- Proactive communication during issue resolution
- Reliability in managing assigned cases to closure
- Adaptability in fast-paced technical environments
Not available
