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Tech Support Engineer

2 months ago

New York, United States Michael Page Full time
  • As a Technical Support Engineer, you will use critical thinking and problem solving skills to manage complex end user support cases. Team members in this role will have expert level knowledge of the platform and the intricacies of complex workflows, integrations, automations, issue resolution, APIs, reporting tools, and more.

Client Details

  • Versatile project management and collaboration platform designed to help teams organize their work and streamline workflows. It features customizable boards, allowing users to track tasks, projects, and timelines in a visually intuitive way. The platform supports automation and integration with various tools, enhancing efficiency and collaboration. With its user-friendly interface, and caters to a wide range of industries, making it suitable for teams of all sizes.

Description

  • Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels
  • Manage and solve assigned cases by providing the best support solution given the client needs
  • Investigate the root cause of issues by isolating the problem, searching application logs, and utilizing developer tools (Chrome Dev Tools, monitoring systems, database commands)
  • Reference technical documentation and aid in building technical internal knowledge base content where gaps may be present
  • Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution
  • Develop regular reports to understand the health and quality of our platform

Profile

  • 2+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
  • Experience with inspecting and diagnosing web-applications and/or mobile applications
  • Strong understanding of and experience with REST APIs and/or GraphQL API
  • Knowledge of Single Sign-on including OAuth, SAML, and SCIM
  • Ability to reproduce customer issues, perform initial triage and file bugs with Engineering
  • Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution
  • Excellent interpersonal skills and multitasking abilities
  • Superb written and verbal communication skills
  • Positive attitude, empathy, and high energy
  • Ability to take initiative and adapt

Job Offer

  • Top Technology Company
  • Hybrid work schedule
  • Great benefits
  • Customer facing role

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.