Resolve customer support tickets across billing, account, product, and technical issues
Deliver delightful experiences to every customer
Advocate for customers internally
Stay close to customer sentiment across support channels
Investigate and triage bugs end-to-end
Use AI tools to accelerate workflow
Manage ticket queues with attention to SLAs
Contribute to internal knowledge bases and process improvements
Collaborate cross-functionally with security, compliance, billing, and engineering

High agency: see a problem and fix it without waiting for permission or a playbook
AI-native workflow: already use AI daily to move faster
Technical depth: comfortable reading logs, navigating developer tools, and understanding APIs
Pattern recognition: spot the signal in the noise
Customer obsession: believe every customer deserves an 11-star experience
Clear communication: write concise, accurate responses respecting customer’s time
Creative problem-solving: build solutions when standard answers don’t exist
Comfort with ambiguity: thrive in fast-pivoting environments

Technical Support Engineer

Key skills