ngrok · 3 days ago

Technical Support Engineer (East)

United States

Full-time

Remote

Mid Level

$100K/yr - $135K/yr

3+ years exp

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AppsDeveloper APIs

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Responsibilities

Working with self-service customer billing, account, and licensing related issues including payment and refunds

Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.

Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.

Act as a liaison between Customers, Engineering and Sales on customer technical escalations.

Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap.

Experience in fostering broad usage of support forums and knowledge repositories.

Contribute to and maintain repository of ngrok knowledge within support and promote a culture of team knowledge share and collaboration within the Customer Success team.

Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.

Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS experienceNetwork protocolsData collection toolsNetworking conceptsDocumentation skillsRelationship managementStartup experienceTechnical escalation

Required

Must be located on the East Coast, in EDT time zone

3+ years of experience in SaaS post sales within Customer Success or Support

Experience documenting customer issues via ticketing and bug reporting systems

Hands on self starter and natural problem solver with the ability to balance competing priorities

Prior experience in a startup with a passion for winning, big challenges, technology and a good sense of humor

A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc)

Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing

Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person)

All candidates must be US-based, and legally authorized to work in the United States