Support Engineer - West Coast
$75,000–$85,000 year
HybridHonolulu, Hawaii, United States
Job Summary
Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Leverage multiple systems to identify known and novel error types, analyze error codes and timestamps to pinpoint root causes, and resolve issues impacting the user experience. Maintain detailed records of error logs and investigations, create internal documentation for common scenarios, and share insights to improve system reliability. Foster trust with customers by providing personalized support, onboarding assistance, and proactive solutions while communicating product functionality and value propositions. Create and update customer-facing documentation, FAQs, and knowledge base articles to facilitate self-service support. Maintain regular, proactive communication with local and remote team members via email, video conferencing, and project management tools. Work a hybrid schedule in Honolulu, Hawaii, with availability between 8:00 AM and 6:00 PM Hawaii time, including weekend days and holidays.
Required Qualifications
- Bachelor's degree
- 0-2 years of general work experience
- Excellent communication skills
- Ability to simplify and communicate complex information
- Passion for problem-solving
- Exceptional logic skills and attention to detail, and the ability to pick up complex topics
- Experience with analyzing data and presenting your insights for escalation
- Self-motivated, proactive, and results-oriented
- Comfortable working under pressure and balancing the demands of multiple stakeholders
- Always ready to adopt new concepts, technologies, and tools as the company grows
- Must be available to work a shift between 8:00 AM and 6:00 PM Hawaii time
- A weekend day and some holidays are required
- Eligible to work in the United States
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.