Technical Support Engineer

Responsibilities

• Triage customer support tickets efficiently while maintaining key performance metrics, including SLA, CSAT, and Time to Resolution (TTR).
• Collaborate with the product team to analyze customer needs and submit well-informed feature requests.
• Build relationships across product, engineering, and customer success teams to facilitate knowledge sharing, incident engagement, new feature adoption, and actionable product feedback.
• Enhance and optimize the Help Center to minimize ticket volume and support a seamless, self-sufficient customer experience.
• Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical customer issues and route sales and finance inquiries to the appropriate teams.
• Help drive weekly, monthly, and quarterly reporting on tickets, resolution times, and close times.

Requirements

• 4+ years of experience in technical support and service management.
• 2+ years of experience working at an early-stage organization with fewer than 100 employees.
• Proficiency in Zendesk, including 2+ years in an administrative capacity.
• Expertise supporting API-driven products with a solid technical background.
• Strong analytical and problem-solving skills with a sharp technical aptitude.
• Exceptional communication skills for addressing complex issues.
• Ability to handle customer calls and escalations calmly and professionally.
• Self-motivated and resourceful, with the ability to solve problems independently with minimal guidance.

Benefits

• Fully remote company.
• Equity options.
• Flexible time off.
• Medical, dental, and vision benefits covered at 100%.
• 401(k).