Rentable · 6 hours ago

Technical Support Engineer

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Diagnose and Resolve Issues: Analyze, troubleshoot, and resolve complex technical issues related to software, hardware, networking, and system configurations

Incident Documentation: Accurately document all support interactions, incidents, and resolutions within the ticketing system for tracking, reporting, and future reference

Consistently meets OKRs and KPIs as communicated by your manager

Collaborate with Teams: Work closely with engineering, product, customer success, sales, and other relevant teams to resolve escalated issues and contribute to product improvement through feedback on recurring technical problems

Customer Education: Provide end-users with guidance, training, and support materials to increase their understanding of the products and to prevent recurring issues

Problem Escalation: Identify issues requiring advanced troubleshooting or escalation, ensuring timely hand-off to senior engineers or relevant departments

Develop Support Tools: Create or contribute to support tools, automated scripts, and diagnostic resources that enhance support capabilities and enable faster resolution of issues

Assist in Maintaining the Knowledge Base: Regularly update and expand the internal knowledge base with solutions, best practices, and troubleshooting steps to improve efficiency in addressing future issues

Stay Updated on Product and Industry Changes: Keep current on new product features, updates, and industry trends to provide the best possible support

Feedback Loop with Product Teams: Communicate recurring issues and user feedback to product and development teams for consideration in future releases

Meet Service Level Agreements (SLAs): Ensure that all support interactions meet or exceed established SLAs for response and resolution times

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.

Technical supportGoogle SuiteSalesforcePropTech experienceSaaS experience