Solve technical problems and document and diagram their solutions
Collaborate with members of other departments to ensure technical solutions meet the business interests of the company
Provide real-time troubleshooting support of escalations from customers
Become an expert on Feathr’s product and features, including how they interact with the different parts of our backend systems
Compose thoughtful, personalized responses to customers for a variety of requests
Develop a set of troubleshooting playbooks as a resource to help resolve issues more effectively
Work on high-visibility, often challenging debugging scenarios

3+ years of experience as a Fullstack, Frontend, or Backend Engineer
1+ years of prior experience providing technical support to customers supporting a web-based application within a dynamic startup environment
Experience using Zendesk, Jira, or similar issue tracking tools
Proficient in Python or Javascript Frameworks such as React, Vue or Angular
Ability to juggle multiple thought tracks at once -
tickets can vary widely
Demonstrated ability to develop clear, concise technical documentation
Understanding of modern CSS and HTML features
Strong foundational knowledge of programming

Product Support Engineer

Key skills