דרושים » הנדסה » CUSTOMER SUPPORT ENGINEER

Our company is a fast growing startup in the sales automation space, backed by top-notch investors.
We help some of the best GTM teams in the world perform better by easily creating failure-free, interactive, and personalized demo experiences for B2B buyers at every stage of the customer lifecycle.
We are a young company that values culture, grit, transparency, and excellence.
We put our founding members at the very heart of our company and are looking for proactive self-starters who are excited about building within a new, rapidly growing and still to be defined category.
The customer professional service and enablement team focuses on reducing complexity and increasing customers time to value with our company.
The team is responsible for providing technical guidance, advanced solutions, and best practices for demo creation.
The team assists customers in asset creation from start to finish, while also enabling them to focus on execution and long term maintenance and success.
The ideal candidate will improve collaboration, provide an outstanding top-level experience, and accelerate team productivity.
Designing solutions in our company that cater to customers specific needs.
Assist customers in setting up/enabling new product features.
Helping answer customer questions, and troubleshooting where necessary.
Assisting with the initial implementation for the customer and assisting in the handover to the Customer success team.
Stay up-to-date with product updates and best practices to effectively address customer inquiries.
Contributing with documentation and building our customer specific configuration knowledge base.
Collaborate with cross-functional teams, including product developers, to identify complex customer issues.
Identify trends and patterns in customer issues and provide insights to relevant teams for continuous product improvement.
Act as a liaison between customers and internal teams, advocating for customer needs and providing feedback to improve customer experience.

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

We are looking for a highly motivated support engineer to join our team and help us shape the future of internal developer portals.

Upon joining, you will help customers and users build their internal developer portal, setup integrations and configure self-service actions.

Our mission is to help organizations build their internal developer portals with ease and improve the developer experience and platform engineering processes.

What you'll do:
we believe incredible customer support is a must-have. Your role will encompass answering technical support questions, assisting users and customers as they use the product and building a knowledge base that will make using the product and its documentation easier.

Beyond technical work, you'll assist in planning, grow our engineering team's skills, and help recruit new talent. By contributing to our open-source projects, you will also take part in maintaining open sources and collaborate with developers around the world. you won't just build; you'll shape the future of developer experiences.

Who You'll work with:

As a Support Engineer, you'll be joining a collaborative and dynamic support team where the customer and his needs are heard.

You'll closely collaborate with our Developers, Product Managers, Customer Success and Sale Engineers, working hand in hand to help bring our developer portal product to life.

Your input and expertise will have a significant impact on the product's development, as you will experience first-hand the common questions and areas where the product can be improved.

Additionally, you will have the opportunity to work closely with our customers and engage with our product community. Your insights and interactions with them will play an important role to ensure we deliver the best product possible.

Together, we'll continue to empower platform engineers and developers worldwide, providing them with the tools they need to create seamless and robust developer portals. Join us in our mission to revolutionize the developer experience

We are looking for an experienced Tier 3 Support Engineer to provide excellent customer service .
What youll do:
Provide technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
Take ownership of customer issues and follow problems through to resolution
Manage escalations
Evaluate root cause analysis to eliminate recurring customer issues
Provide follow the sun service
Handle incoming tickets through the Support portal independently and in a professional way
Troubleshoot our Platform issues reported by our Customers, including Functionality, usability related issues, and complex issues
Interact effectively with a wide variety of customers with different requirements and backgrounds, including the Customers development teams to understand the nature of the issue, communicate steps to resolve, and provide consultation on best practices
Should be able to quickly replicate customer issues in the support test environment (Lab)
Collaborating with Engineering and Product team.

We seek a visionary and customer-focused Technical Customer Service Representative to join our team. In this role, you will engage with our global customers during the sale, post-sales process, onboarding, and the ongoing customers' lifecycle. This is an opportunity to join a Rocket Ship to take part in making the future of digital communication today, with a great opportunity to grow into Tier 3 support engineer position.

Working days/hours: Monday-Friday, 09:00 -17:00 Eastern Time (ET)

Responsibilities:

Own and manage issues and see problems throughout resolution
Research, diagnose, troubleshoot, and identify solutions to resolve issues, keeping a positive and can-do attitude
Work directly with Tier 3, R&D, QA, and Product Management on issues upon full resolutions
Be a focal point for the customers' needs and become a trusted advisor with them by deeply understanding their business and aligning their needs with our solutions
Ongoing assistance to customers with onboarding new accounts
Monitor customers' status and identify both areas of concern and growth opportunities
Be a part of building and expanding the companys Global Support Services

We are currently in search of an Escalations Engineer to join our R&D team. As an Escalations Engineer, your primary responsibility will be to assist our R&D team with resolving and handling technical issues raised by our support team. You will be working closely with both R&D and support, deep dive into the code and have a direct impact on customer satisfaction and product improvement. Youll have hands-on experience with our tech stack and become an expert on the product.

Responsibilities
Be the first line of contact for bugs raised by customer support and run a thorough analysis of complex technical issues.
Serve as a focal point and work closely with various teams, including R&D, product, and customer support, to increase customer satisfaction and improve our product.
Work with technical teams, including DevOps and engineering, to build an arsenal of internal tools and automations to be used by various customer-facing teams.
Know the product inside and out and provide training for the customer-facing teams.
Contribute to both customer-facing and internal documentation manuals

We are looking for a Tier III candidate that has excellent soft skills and willing to jump-in to assist team members and solve challenging customer issues. The Tier III support engineer will report into a Regional Manager or Regional Director.
Job Duties:
to continually expand knowledge of product to successfully solve challenging issues and mentor team members.
and troubleshoot issues between our application and customers ERP system including but not limited to implementation and configuration.
logs, configurations, and workflows to resolve issues.
workflows or SQL issues causing product failures.
with multiple teams to resolve issues within SLA and provide needed information to teams to resolve the issues.
knowledge base articles and educate/train team members on resolution and troubleshooting approaches.
resolution clearly and concisely verbally or written.
best workflow, implementation and utilization practices promoting customer success and product adoption.

We are looking for a Customer Operations Engineer.
As Customer Operations Engineer, you'll work closely with customers and the engineering team to solve any technical challenges.
You will become knowledgeable about the customers user journey to make it more efficient and organized while achieving the Customer Operations goals.
You will also oversee every code release and implement systems to improve the efficiency of the team.
What Will You Do:
Work very closely with our top customers to make sure that they gain value and value-realization from our product and are satisfied with the overall service we provide.
Be the focal point for any technical-related matter, and progress and own the outcome until fulfillment according to customer's needs.
Participate in the proactive monitoring of customers environments via various monitoring tools and participate in the teams on-call rotation.
Be part of the customer's onboarding process and assist them with ongoing usage.
Partner with sales on accounts planning and proactively identify technical opportunities for expansion.
Define timelines, milestones and success criteria, while ensuring that they are successfully achieved.
Advocate internally for customer needs be the technical voice of the customer .
Contribute on an ongoing basis to our technical documentation.

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.
Job number- R_100832.

we are looking for a technical engineer with knowledge in the IT and software worlds who is willing to join a fast-paced, high-energy escalation team working on resolving customer issues, designing large complex deployments, improving company products, and training other tiers. Successful candidates will need to have excellent organizational, communicational, self-management and self-learning skills.

Essential Functions:

Troubleshooting complex software modules based on written and verbal descriptions provided by technical support, sales, account managers, and customers.
Participation in internal and external calls to provide technical insight into the issue experienced by the customer and provide fixes and workarounds.
Work with QA and development teams to recommend resolutions, provide insights, and make sure issue fixes are being implemented into the products.
Creation and delivery of training materials for technical support and sales engineers.
Participation in the creation of internal knowledge base articles.
Participation in the software early availability activities, deploying beta code, troubleshooting, and delivering feedback.