Customer Support Engineer

February 15

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Explo

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Explo provides a powerful embedded analytics solution, enabling companies to securely share customizable product analytics, project reports, and KPIs with each of their end-users all while seamlessly matching the product's design.

11 - 50 employees

💰 $12M Series A on 2022-08

📋 Description

• We are looking for a passionate and detail-oriented Customer Support Engineer to join our Customer Success team. • In this role, you will serve as the technical backbone of customer support, working closely with clients to solve complex issues and ensure an exceptional user experience. • Provide timely and effective support to customers via email, chat, and phone, addressing technical inquiries and resolving issues related to our data analytics and product development platforms. • Analyze and troubleshoot software issues, bugs, and configurations, escalating to engineering teams when necessary. • Investigate and reproduce technical issues reported by customers to identify root causes. • Proactively provide solutions or workarounds and communicate them clearly to the customer. • Become a product expert by deeply understanding the architecture, functionality, and best practices of our solutions. • Assist customers in API integration, data migrations, and custom implementations as needed. • Contribute to and maintain internal and external knowledge bases, including FAQs, troubleshooting guides, and training materials. • Provide feedback to product and engineering teams to enhance product usability and functionality. • Act as the voice of the customer within the company, identifying trends in issues to help shape product development priorities. • Collaborate with cross-functional teams to ensure customer success and satisfaction.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field. • 3–5 years of experience in a technical support or customer-facing role, preferably in a software company. • Strong technical troubleshooting skills and familiarity with debugging tools. • Proficiency in SQL. • Basic experience in at least one programming language (e.g., Python, JavaScript). • Knowledge of APIs, integrations, and cloud platforms (e.g., AWS, Azure, or GCP). • Excellent verbal and written communication skills with a focus on customer empathy. • Experience in the data analytics or product development domain. • Familiarity with tools such as JIRA, Postman, Zendesk and monitoring platforms. • Knowledge of BI tools like Tableau, Power BI, or similar platforms.