Customer Support Engineer

August 3

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Alloy Automation

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ecommerce • software • automation • ipaas • ecommerce automation

11 - 50

💰 $20M Series A on 2022-02

Description

• Provide prompt and effective support to customers by resolving issues, answering queries, and addressing concerns related to our platform and integrations. • Identify, document, and report bugs or issues experienced by customers, working closely with the engineering team to ensure timely fixes. • Work alongside the Customer Success Manager and engineering team to understand customer needs, prioritize issues, and implement solutions. • Utilize debugging and troubleshooting techniques to diagnose and resolve issues in production systems, ensuring minimal disruption to customer operations. • Maintain clear and proactive communication with customers through customer success manager, keeping them informed about issue status, resolutions, and updates. • Create and maintain comprehensive documentation of customer issues, solutions, and best practices to enhance the support process and knowledge base. • Gather and relay customer feedback to the product and engineering teams to drive continuous improvement in our products and services. • Assist in the training and onboarding of new customers, ensuring they have a solid understanding of our platform and its capabilities. • Monitor system performance and customer usage to identify potential issues before they impact customers, proactively addressing concerns.

Requirements

• Over 3 years of experience as a developer and in a customer support or technical support role, preferably in a SaaS or tech environment. • Proficiency in debugging and troubleshooting techniques, with a solid understanding of APIs, databases, and authentication/authorization mechanisms and frontend (MERN) • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. • Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and implement effective solutions. • Ability to work effectively in a collaborative environment, coordinating with cross-functional teams to resolve customer issues. • A customer-centric mindset with a passion for helping customers succeed and ensuring their satisfaction. • Familiarity with customer support tools and platforms (e.g, Jira) is a plus. • Basic knowledge of front-end and back-end development concepts, with experience in handling customer support for web applications. • Understanding of the integration infrastructure or iPaaS (Integration Platform as a Service) landscape is beneficial. • Knowledge of common security vulnerabilities and best practices to mitigate them