Customer Support Engineer Full Time

Responsibilities

• Act as the primary point of contact for advanced technical support inquiries from customers
• Provide exceptional customer support via email and live calls
• Demonstrate deep knowledge of the product suite and its integrations
• Troubleshoot and resolve complex technical issues effectively
• Investigate technical problems reported by customers with product teams
• Develop and maintain detailed technical documentation for customers
• Conduct in-depth training sessions for customers on software capabilities
• Collaborate with product and quality assurance teams to relay feedback
• Stay informed on industry trends and share insights with customers
• Seek opportunities to improve the customer support process continuously

Requirements

• 3+ years in a technical support role, with at least 1 year in Tier 3
• Proficiency in troubleshooting APIs, SAML, SSO, and integrations
• Familiarity with RESTful services, JSON, XML, and web technologies
• Experience with network protocols, authentication, and security protocols
• Understanding of database concepts with SQL experience
• Excellent written and verbal communication skills
• Strong customer service orientation for effective issue resolution
• Ability to work collaboratively within a team environment

Benefits

• 100% health/dental coverage (50% for family)
• Vision insurance and incentive stock options
• 401(k) match of 4% and 4 weeks PTO
• 10 company holidays + 2 floating holidays
• Parental and bonding leave, dependent care and medical FSA
• Short and long-term disability and community service funds
• Professional development funds and health/wellness initiatives
• Mac laptop + new hire equipment stipend and monthly catered lunches
• Fully stocked kitchen with drinks & snacks