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As our Technical Support Engineer, you will have the opportunity to work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success and Sales teams to improve our product and technical processes.

Responsibilities
Be first in line to analyze and troubleshoot incoming technical issues from our customers via Email and Zoom sessions.
Provide technical know-how and best practices to ensure proper implementation of product, you will own and monitor issues from the start to resolution
Work closely with the R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationships with customers all around the world
Provide timely information to customer-facing teams to improve overall customer satisfaction
Create and improve internal knowledge base articles
Work directly with management to create and improve current support procedures

As a Technical Documentation team lead you will primarily be responsible for leading the definition, creation, updating and publishing of API documentation to its customers

Represent the technical writers team, build relationships with product managers, R&D, architects, marketing, support and sales engineers locally as well as remotely in a globally distributed organization
Lead the technical writers, content strategy, and content operations
Determine resourcing and prioritization of issues affecting product docs teams as well as the the team tasks and load
Advocate for best practices in product documentation, documentation as a key component of delivering our products, and demonstrate the value of documentation to the business
Advocate and implement best practices in tooling and automation of API reference based on OpenAPI and SDK code snippets
Help your team succeed and provide the most advanced and up to date documentation to customers.
Actively research and implement content, format, and technical standards changes to improve the usability or production of the customer documentation.
Manage the documentation release process ensuring that the required reviews and quality control processes are followed before publishing.

We are looking for a Tier 1 Support Agent.
As Tier 1 support agent, you will serve as the front line to our valued customers. Youll receive, analyze, and resolve customer requests via our live chat and ticketing system.
You will communicate with customers, to help them create websites by asking technical and professional questions.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll learn about our technology and collaborate with support professionals from around the world to improve the creative process that defines tomorrows web.
Responsibilities:
Receive, analyze, and resolve customer requests via live chat and ticketing
Determine the best course of action that will lead to the quick and successful resolution of customer requests
Solve customer problems in a professional, empathetic, and courteous way
Continuously learn about our new features and apps in a highly dynamic environment.

We are looking for a Tier 1 Team Leader.
As Tier 1 Team Leader, youll oversee the daily operations of one of our Tier 1 technical support teams.
Our work environment is agile, as products and apps are continuously being developed and require ongoing support.
Youll lead a team of tech support agents, ensuring they meet our KPIs to provide optimal customer support. Youll collaborate with our global team to continuously enhance our users customer experience.
Responsibilities:
Oversee the day-to-day operations of your team
Provide direct supervision of technical support staff, including recruitment and evaluations
Mentor your team members and provide oversight, coaching, and training to meet KPIs
Collaborate with other team members and departments to generate greater knowledge and enhance customer experience

We are looking for a Tier 2 Team Lead to join our Support Department. In this role, you will play a pivotal role in ensuring seamless operations and achieving key performance indicators.
Your responsibilities will involve collaborating with cross-functional teams, including Account Managers, Partner Success, and R+D, to optimize workflows that genuinely address business requirements. Additionally, your technical expertise in JS, HTML, and CSS will be crucial in delivering exceptional customer service and tackling complex technical challenges.
What will you do:
Manage a team of Tier 2 Technical Support Specialists
Analyze metrics and maintain team KPIs
Collaborate with Account Managers, Partner Success and R&D teams
Become an expert in web accessibility
Drive excellent Customer Satisfaction by understanding and delivering against Customer expectations
Manage and provide resolutions to escalated tickets from tier 1 to help provide the best service for our clients
Escalate issues to R&D as needed and follow up diligently on those issues.

Job ID : R_100832.

As a Technical Support Engineer, you will be in charge of investigating and solving technical issues in the production environment, being the front line of the R&D team. You'll diagnose and triage production issues and either solve them, or delegate to the product and R&D teams. You'll be in charge of meeting the SLA of the company, defining relevant tools and measurement methods, actionable alerts and communication tools and work as part of the R&D team to implement the relevant tools. You will be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

You Will:
Work on a complex cloud environment that serves customers.
Conduct root-cause analysis for production issues, perform immediate actions and push for long-term solutions.
Work closely with all departments of the company such as product, support and operations to define procedures, solve issues and plan future tasks.
Define monitoring tools on top of the current team tools to lower the team response time.
Analyze logs and understand scripts.
Triage and prioritize incoming issues and bugs.