Technical Support Engineer

March 19

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501 - 1000

Description

• Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards • Troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution • Work on projects with other TSE’s to improve internal and external processes • Contribute to brainstorming and project execution (tooling, documentation, process improvements) • Assist GTM teams with customer escalations • Collaborate with EPD teams on issue resolution

Requirements

• 2+ years of experience in a customer-facing role • 6+ months of experience working with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python) • Knowledge of ticketing systems and tools (e.g. Zendesk, Jira), and data visualizations (e.g. Mode) • Preferred: 6+ months of experience supporting technical projects and/or process improvement • Genuine interest and passion for Support • Commitment to providing a world-class customer experience • Strong written and verbal communication • Self-starter mentality and ability to work independently • Effective time management and ability to balance multiple priorities