Key skills
SQLAPIsChrome Developer ToolsTechnical SupportProblem-SolvingMulti-taskingCustomer ExperienceKnowledge ManagementMobile SDKsWeb DevelopmentSaaS ExperienceCommunication SkillsCollaborationJavaScriptSaaSJiraCustomer SuccessAccount Management
About this role
Branch is the leading provider of engagement and performance mobile SaaS solutions for growth-focused teams. As a Technical Support Engineer (L2), you will be the primary technical force behind customer success, managing incoming requests and providing expert assistance to users of Branch's platform.
Responsibilities:
- Manage & Resolve Technical Requests: Act as the primary owner for incoming support requests on our ticketing platform, delivering high-quality technical assistance to Branch customers
- Investigate & Troubleshoot: Perform deep-dive analysis into complex issues and bugs. You will be responsible for replicating issues, analyzing logs, and finding the 'why' behind technical roadblocks
- Cross-Functional Collaboration: Work closely with Branch’s Account Management, Product, and Engineering teams to advocate for customer needs and ensure timely resolutions
- Maintain Service Excellence: Consistently meet or exceed tight deadlines and SLAs, ensuring a superior customer experience even during high-volume periods
- Drive Process & Knowledge: Utilize tools like Zendesk, Guru, Notion, and JIRA to document solutions and improve our internal knowledge base, helping the entire team grow
- Continuous Skill Development: Stay curious and proactive in learning new technologies and Branch product updates to maintain your status as a technical resource
Requirements:
- 2+ years in a technical, customer-facing role with a proven track record of providing amazing customer experiences
- Superior interpersonal skills with the ability to translate complex technical concepts into clear, actionable advice
- Proficiency with SQL and APIs, and hands-on experience using Chrome Developer Tools for web-based troubleshooting
- The ability to multi-task and manage a high volume of tickets without sacrificing quality or attention to detail
- A natural ability to learn new technology quickly and a passion for solving intricate product and technical questions
- Experience working with, building, or troubleshooting mobile SDKs or native mobile app code
- Familiarity with JavaScript, HTML, and CSS
- Prior experience in Mar-tech or working within a high-growth SaaS environment