Technical Support Engineer

📋 Description

• Work on escalations, collaborating directly with our users and Customer Support teams to solve
• Escalate critical issues to the appropriate internal channel, ensuring timely response and testing
• Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer
• Clearly communicate with customers and other internal teams about issues impacting their service
• Effectively verify that issues have been resolved
• Execute internal processes to streamline and scale support

🎯 Requirements

• Knowledge of Excel, SQL and ZenDesk
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic
• Ability to help, train and mentor team-members, and advise on improvements for our platform
• Ability to make sound decisions quickly and efficiently
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including
• Respond to customer inquiries related to billing reconciliation and account audits

🎁 Benefits

• competitive pay
• generous time off
• ample parental and wellness leave
• healthcare
• a retirement savings program