About the Role
The role involves providing expert troubleshooting for enterprise software, responding to customer inquiries, and working closely with development teams to resolve technical issues efficiently.
Responsibilities
- Diagnose and resolve customer-reported software problems
- Respond promptly to support tickets and email inquiries
- Document technical issues and solutions in the support system
- Escalate complex bugs to engineering teams with clear reproduction steps
- Guide customers through configuration and integration processes
- Maintain up-to-date knowledge of product features and updates
- Provide remote system debugging using secure access methods
- Assist in reproducing reported issues in test environments
- Communicate technical resolutions in clear, non-technical language
- Follow support workflows and service level agreements
- Monitor open cases to ensure timely resolution
- Collaborate with quality assurance to validate fixes
- Support client onboarding and post-implementation phases
- Identify patterns in support requests to inform product improvements
- Contribute to knowledge base articles and FAQs
- Participate in on-call rotation for urgent issues
- Track and report on support metrics and performance
- Coordinate with account managers on critical customer cases
- Assist in testing patches and hotfixes before release
- Ensure data security and confidentiality during troubleshooting
- Use version control systems to track configuration changes
- Support database query analysis for performance issues
- Provide feedback to product team based on customer usage
- Stay current with evolving software architecture
- Assist in training new support team members
Compensation
Competitive salary with benefits package
Work Arrangement
Remote position within North America
Team
Small, agile team focused on customer success and software reliability
About Us
- We develop specialized software for the translation and localization industry, helping global businesses manage multilingual content efficiently.
- Our platform streamlines workflow automation, translation memory, and project tracking for enterprise clients.
Culture & Values
- We value transparency, technical excellence, and customer-centric problem solving.
- Team members are encouraged to take initiative and contribute ideas for product and process improvements.
Not available
