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Customer Support Engineer

2 months ago

San Francisco, United States Secure Code Warrior Full time

Work with our global customers via our help desk to solve support tickets. Take full ownership of a customer issue until resolved. Maintain a ‘closed-loop’ communication style that ensures that all relevant teams are aware of problem-solving status. Ensure SLAs and customer service standards are met by working with other technical teams to ensure tickets are resolved according to timelines and priorities, and raising escalations when needed. Proactively enhance our knowledge base documentation based on questions in support issues. Responsibilities: Work with our global customers via our help desk to solve support tickets. Take full ownership of a customer issue until resolved. Maintain a ‘closed-loop’ communication style that ensures that all relevant teams are aware of problem-solving status. Ensure SLAs and customer service standards are met by working with other technical teams to ensure tickets are resolved according to timelines and priorities, and raising escalations when needed. Proactively enhance our knowledge base documentation based on questions in support issues. Requirements: Relevant experience in technical support. Strong communication skills both written and verbal. Strong analytical, troubleshooting, and problem-solving skills. A team player with a strong work ethic. Self-motivated. #J-18808-Ljbffr