Deliver world-class support to customers and ensure their success post-sales
Provide specialized support on technical and product issues, including managing customer escalations
Lead and coordinate cross-functional efforts to resolve complex customer issues, collaborating with Customer Success, Product, and Engineering teams
Act as a customer advocate by surfacing product feedback to internal stakeholders to help shape the product roadmap
Create and contribute to knowledge base articles to support team scalability and self-service

2+ years of hands-on technical support experience at a SaaS company, with a focus on delivering support through email, live chat, and phone
Proven experience managing multiple tickets simultaneously while maintaining high service quality (CSAT)
AI-forward mindset with experience leveraging AI tools to improve support efficiency and workflows
Experience in troubleshooting integration, data sync, and application-related issues
Strong communication skills — written, verbal, and active listening
Detail-oriented, well-organized, and able to prioritize in a fast-paced environment
Growth mindset with a passion for continuous learning
Strong creative thinking and problem-solving skills
Experience with ticketing systems such as Zendesk or similar platforms

Customer Support Engineer

Key skills