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Senior Support Engineer

🕒 5 days ago
Customer SupportSaaSService Desk PlatformsTicket Management

📜 Description

  • Investigate and resolve technical issues while ensuring high-quality support experiences.
  • Implement configuration changes and respond to monitoring alerts.
  • Collaborate closely with Customer Success, Engineering, and Product teams.
  • Manage a ticket queue independently, handling escalations and complex investigations.
  • Document known issues and contribute to knowledge sharing within the team.

🛠️ Requirements

  • 3–4+ years of experience in customer support, preferably in a SaaS environment.
  • Experience with Service Desk platforms (e.g., FreshDesk, Zendesk, Jira).
  • Ability to manage a ticket backlog using SLAs and prioritize effectively.
  • Experience providing live support in a virtual environment (e.g., Zoom).
  • Strong written communication skills for clear customer updates.
  • Technical skills in SQL queries, log analysis tools, and scripting (e.g., Python).
  • Familiarity with troubleshooting network and integration issues.

Benefits

  • Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials.
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