Technical Support Engineer

Owner of all incoming support related customer communications via Zendesk, Slack, email, and from internal partners

Ensure timely resolution on all tickets to meet and exceed our service level agreements

Act as liaison between the Customer Success, Engineering, and product teams

Partner with Customer Success Managers to drive rapport and trust in key accounts via support and enablement calls

Create and maintain non-technical and technical documentation as the product evolves

Report to the company any common themes, trends, or questions that arise from the customer base

Develop and improve upon existing support processes

Triage, diagnose, and replicate complex technical issues reported by customer

Work directly with customers to understand their technical challenges, guiding them through troubleshooting and resolution processes

Partner with the Engineering team to identify, prioritize, and resolve software bugs and system issues.

Document findings and resolutions in our internal knowledge base, contributing to the continuous improvement of our support processes.