Role Overview

Resolve the root cause of technical problems escalated from client-facing teams
Stay up to date on product training and technical knowledge
Ensure proper internal tagging and administration to identify support drivers for the product team
Communicate and escalate emerging issues with Engineering (SRE) and Product teams via approved escalation paths
Share feedback with Support Specialists and Team Leads for specific tickets that could have been resolved by Tier 1 but were escalated to Tier 2
Contribute to the team's customer satisfaction metrics delivering feedback levels in line with SLA
The Support Automation Engineer handles frontline support via email when there are scheduling gaps or unexpected volume spikes
Assist in the support team as a mentor, trainer or technical coach as needed
Participate in and assist with Support’s strategic projects as needed
Act as point of contact for and become an expert in troubleshooting Support issues
Help identify opportunities for process and product improvements within the Certn Support team and make recommendations to management and leadership
Document Technical Support processes and troubleshooting guides for other client-facing teams in Guru
Help identify opportunities for improvement to Certn Help public self-help documentation and work with Knowledge Management stakeholders to implement improvements

Requirements

Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences.
A Computer Science degree (or equivalent).
Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments.
Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently.
Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively.
Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction.
Experience working cross-functionally with support, product, and engineering teams.
Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail.
Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support.
Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service.
Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes.
A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard.
Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

Benefits

32 paid time off days per year
One-time $500 Work From Home Stipend
$1,000 in Professional Development budget per year

Certn

Open Positions (1)

Engineering

Support Automation Engineer I