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we are looking for a Technical Support Engineer.
The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI.
The ideal candidate is passionate about technology, troubleshooting, and customer success.
Responsibilities:
Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction
Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction
Contribute to methodologies, best practices, and techniques to improve our support process
Build and contribute to Navinas technical support knowledge base.
Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations.

We are looking for a Solutions Engineer to be on the front lines, working closely with our customers and prospects, guiding them on how to build robust DevSecOps processes. You will work with our sales, product, customer success & engineering teams to help customers understand the value of our Solution from a technical and business perspective. If you love working with brilliant people, being part of an energetic team and changing the world of software, you might be the perfect Frog to join our team!
The working model is hybrid, Monday through Friday
As a Solutions Engineer you will...
Collaborate with account executives to understand Customer requirements and develop customized technical solutions.
Translate business objectives into technical requirements and solution designs.
Conduct discovery sessions, technical presentations, and product demonstrations for prospective customers in both English and Spanish.
Conduct compelling Proof of Values (POVs), and product demonstrations to showcase the value and impact of JFour rog solutions.
Support transition from pre-sales to post-sales, ensuring continuity and alignment of expectations.
Respond to RFPs, RFIs, and technical questionnaires, including those in Spanish-speaking markets.
Represent us at industry events and conferences, highlighting the transformative potential of our products.
Influence our product roadmap by communicating customer feedback and identifying trends in the DevOps and DevSecOps landscape.
Stay ahead of industry trends, continuously enhancing your knowledge of emerging technologies in DevOps, cloud infrastructure, and software development.

The right candidate is an avid learner, an advocate for customers, and a collaborative teammate. The main responsibility of a Support Engineer is to help users solve technical challenges and use us to make impactful product decisions. Weve had team members focus on developing their technical skills to join the product and engineering teams, hone their customer-facing skills to become customer success managers or sales engineers, and take on leadership roles in the Support organization.

Responsibilities

The core responsibility of a Support Engineer is to support our customers at every turn in the company`s journey by providing answers to product questions, sharing best practices, and debugging technical issues. You'll also develop your technical skills, collaborate with our Product team to improve our product, learn product analytics, and mentor new team members.

Become a product expert - you will help users understand our reports and features, help them use our APIs and SDKs, share best practices, and resolve account issues.
Respond to customer inquiries via Zendesk email, chat, Slack, and phone calls.
Investigate and document bugs and feature requests to share with our Product and Engineering teams.
Provide feedback regarding internal support processes, product functionality, and customer education resources to improve the customer experience.
Shape the product by regularly working closely with PMs, engineers, and designers to incorporate customer learnings into change.

we are looking for a Cloud Support Engineer.
The Cloud Support Engineer will oversee, troubleshoot, and optimize cloud infrastructure clients. This position requires deep knowledge of cloud operations, security, and performance optimization, along with a commitment to delivering outstanding support. The engineer will work directly with clients to ensure operational reliability, respond to incidents, and support secure migrations and optimizations.
Responsibilities:
Support & Troubleshooting:
Provide 24/7 monitoring of cloud infrastructure using NOC, proactively identifying and resolving issues to maintain high availability and system reliability.
Client Collaboration:
Act as the main point of contact for cloud-related inquiries, providing real-time troubleshooting support and practical guidance.
Security & Compliance:
Implement and monitor security protocols, including firewalls, access controls, and encryption, to protect client environments from vulnerabilities.
Conduct security assessments, manage access controls, and ensure that client environments meet industry standards and compliance requirements.
Documentation & Reporting:
Maintain comprehensive documentation of troubleshooting steps, configurations, and best practices.

we are looking for a Technical Support Engineer, Tier 3.
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
RESPONSIBILITIES:
Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible