Technical Support Engineer
Remote
Job Summary
Triage customer support tickets while maintaining focus on key performance metrics such as SLA, CSAT, and Time to Resolution (TTR). Collaborate closely with the product team to analyze customer needs and submit well-informed feature requests. Build and nurture relationships across product, engineering, and customer success teams to facilitate knowledge sharing, incident engagement, and actionable product feedback. Enhance and optimize the Help Center to minimize ticket volume, ensuring a seamless and self-sufficient customer experience. Lead and manage end-to-end technical projects, working with engineering leadership to prioritize critical customer issues and redirect sales and finance inquiries to the appropriate teams. Report weekly, monthly, and quarterly data on tickets, resolution, and close times to leadership.
Required Qualifications
- 4+ years of experience in technical support and service management
- 2+ years of experience working at an early-stage organization (fewer than 100 employees)
- Proficient in Zendesk, including 2+ years in an administrative capacity
- Expertise in supporting API-driven products with a solid technical background
- Strong analytical and problem-solving skills
- Sharp technical aptitude
- Exceptional communication abilities
- Calm under pressure
- Ability to handle customer calls and escalations with professionalism
- Self-motivated and resourceful
- Capability to solve problems independently with minimal guidance
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