Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues
Educate customers on the best product usage, ensuring they maximize the value out of it
Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption
Support the customer success and sales teams on sales, retention, and expansion motions
Work with our developers to identify defects and opportunities for product improvement
Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
Provide an analysis of our existing customer base to avoid and minimize risks in the install base
Define and inspire changes to our product with our development engineering team based on feedback from customers and customer usage
Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do
Provide support on weekdays and off-hours on an as-needed and scheduled rotational basis

At least 2 years of experience in technical support, software engineering, or another customer-facing, technical role
Excellent communication skills: business fluency in spoken and written English
Customer Obsession: a passion to deliver a high-quality customer experience
Experience with modern ticketing and customer support systems
Excellent problem-solving skills with the ability to debug complex technical issues
Proficiency in at least one programming or scripting language (Nice to Have)
Experience with code review processes and tools (Nice to Have)
Familiarity with observability, RCA, and debugging practices and tools (Nice to Have)
Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor (Nice to Have)
Knowledge of customer success, sales, and professional services (e.g. retention, expansion, MEDDPICC, services delivery) (Nice to Have)
Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field (Nice to Have)

Technical Support Engineer

Key skills