Key skills
JavaScriptNext.jsNode.jsPythonReactSQLTypeScriptBashCloudWatchPostmanSaaSJiraRemote Work
About this role
Role Overview
- Serve as the primary point of contact for B2B customers, addressing technical inquiries related to our software.
- Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets, ensuring timely and effective solutions.
- Collaborate closely with engineering and product teams to escalate complex issues.
- Monitor system performance and proactively identify potential issues to minimize customer impact.
- Develop and maintain documentation, including knowledge base articles and troubleshooting guides.
- Assist customers in understanding and utilizing platform features, ensuring optimal user experience.
Requirements
- Minimum of two years of experience in an engineering or technical support role within a B2B SaaS environment.
- Proficiency in using testing and monitoring tools such as Postman, PostHog, CloudWatch, or similar.
- Familiarity with web technologies including Next.js, React, Node.js, JavaScript/TypeScript, or similar.
- Basic knowledge of SQL and scripting languages (e.g., Python, Bash) for data analysis and automation tasks.
- Experience with support ticketing systems like Zendesk, Jira, or similar platforms.
Tech Stack
- JavaScript
- Next.js
- Node.js
- Python
- React
- SQL
- TypeScript
Benefits
- Professional development through courses, seminars, and certifications.
- Annual tech allowance.
- Health benefits.
- Stock options.
- Paid time off and vacations.
- Fully remote work.