Provide exceptional engagement for our customer’s initial contact with the Global Customer Support team
Engage with customers through virtual meetings, chat, and email to manage their expectations, set priorities and resolve technical issues related to our products, including configuration and networking
Acknowledge customers’ concerns, empathize and analyze the information they've provided, ask questions that refine your initial analysis, own cases from start to finish
Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration are necessary
Collaborate with Product and Engineering teams, providing customer feedback to help identify new features and functions.

3-4 years work experience with 1-2 years customer-facing experience
Ability to explain technical details to both technical and non-technical audiences
Knowledge of programming and scripting languages, such as Java, React, Groovy, JavaScript
Knowledge of Windows and Linux OS
Knowledge of cloud-based software applications (including installation, administration, and troubleshooting)
Able to show patience, empathy, and compassion for customers and colleagues
Passion for problem-solving, continuous learning, and staying up to date on new technology and trends.

Product Support Engineer – NAM

Key skills