About the Role
The role involves delivering hands-on technical support to users experiencing software or hardware challenges, diagnosing problems, and guiding clients through resolutions in a clear and professional manner.
Responsibilities
- Respond to user inquiries about software functionality and technical errors
- Diagnose and troubleshoot system malfunctions reported by clients
- Guide users through step-by-step solutions over phone or chat
- Document technical issues and resolution steps in support systems
- Escalate complex technical problems to engineering teams when needed
- Maintain up-to-date knowledge of product features and updates
- Assist in testing bug fixes and verifying resolution with users
- Provide feedback to product teams based on user-reported issues
- Follow support protocols to ensure consistent service quality
- Monitor open support tickets and ensure timely follow-up
- Communicate technical information in non-technical terms
- Support onboarding of new clients using the platform
- Assist with configuration of user accounts and access settings
- Identify recurring issues and suggest process improvements
- Collaborate with team members to share troubleshooting insights
- Ensure compliance with data privacy and security policies
- Work within service level agreements for response and resolution times
- Assist in creating user-facing support documentation
- Participate in training sessions for new product features
- Maintain accurate records of customer interactions
- Support after-hours incidents when required
- Use remote tools to view and resolve user issues
- Verify software compatibility across different environments
- Assist with data migration support for enterprise clients
- Promote user confidence through reliable and respectful communication
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative team environment focused on resolving technical issues efficiently
What We Value
- Clear and respectful communication with users
- Proactive identification of systemic issues
- Commitment to continuous learning
- Team collaboration and knowledge sharing
- Ownership of support cases from start to resolution
Technology Stack
- Internal tools built on modern web frameworks
- Cloud infrastructure hosted on AWS
- Support ticketing via Jira Service Management
- Internal communication using Slack
- Monitoring with Datadog and Sentry
