Casebook PBC · 19 hours ago
L3 Tech Support Engineer
Philadelphia, PA
Full-time
Remote
Mid, Senior Level
$70K/yr - $80K/yr
5+ years exp
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Responsibilities
Deliver exceptional technical support via email, chat, and other communication channels.
Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.
Use tools like Postman and APIs to troubleshoot and resolve integration issues.
Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.
Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.
Collaborate with engineering teams to address and resolve product bugs or systemic issues.
Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.
Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.
Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.
Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.
Leverage knowledge bases and online resources to resolve customer issues effectively.
Balance and prioritize multiple tasks and inquiries in a fast-paced environment.
Stay up to date on product knowledge and industry trends to deliver informed support.
Qualification
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Required
5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations
Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc.
Strong understanding of software troubleshooting, integrations, and systems.
Experience with ticketing systems such as Zendesk, Jira, or HubSpot.
Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users.
Strong analytical and problem-solving skills with attention to detail and follow-through.
Proven ability to manage time effectively and prioritize in a dynamic environment.
Service-oriented mindset with empathy for customers in all circumstances.
Preferred
Previous experience in SaaS or software customer support.
Proficiency in scripting or coding (HTML, CSS, JSON, and XML).
Strong understanding of incident management frameworks
Bachelor’s degree in Computer Science, Information Technology or related field; equivalent work experience considered.
Benefits
Employer funded health insurance for employees, as well as their spouse/ domestic partner and children
401k
Three weeks vacation time
Company
Casebook PBC
Casebook PBC is the developer of the patented, award-winning Casebook SaaS platform for Human Services.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$3MKey Investors
Annie E. Casey Foundation
2018-12-01Pre Seed· $3M
2018-07-01Seed
Leadership Team
Tristan Louis
President and CEO
Brian Johnson
Chief Revenue Officer
Recent News
Company data provided by crunchbase
