Act as final contact for complex technical issues; ensure high-priority tickets meet SLAs.
Lead RCA to investigate recurring and new issues; document findings and fixes.
Collaborate with Product, Firmware, and Manufacturing to deliver timely solutions.
Create and maintain playbooks to streamline resolutions.
Manage and document tickets within defined SLAs and high-quality notes.
Identify automation opportunities to reduce repetitive tasks.

🎯 Requirements

Jira issue filing, resolution, and Kanban board management.
Microsoft Office and producing professional presentations or analyses.
CRM systems and ticket management (HubSpot, Zendesk, Salesforce, etc.).
5+ years in technical support or success; at least 2 years in senior/escalation tier.
Bachelor’s degree in information technology, computer science, or equivalent.

🎁 Benefits

Medical, dental, vision, and 401(k) benefits.
Onsite HQ in Palo Alto, CA.
Equal Opportunity Employer.

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