Customer Support Engineer

3 weeks ago

Dublin, United States xOps Inc Full time

XperiencOps Inc. is seeking a Customer Support Engineer to join our dedicated technical customer support team. This 100% onsite position, based in the East Bay, CA, is tailored for an individual who boasts not only a robust technical proficiency but also excels in customer communications. This role is critical in providing expert technical assistance to our customers, troubleshooting product-related issues, and ensuring a high level of customer satisfaction. The Customer Support Engineer will report to the Technical Customer Support Manager and play a key role in resolving technical queries, managing support tickets, and contributing to our knowledge base. Provide first-line technical support to customers, troubleshooting issues across our SaaS products with promptness and accuracy. Respond to customer inquiries with clarity and professionalism via email, phone, or chat, ensuring a high-quality customer service experience. Triage technical issues effectively, offering immediate solutions or escalating them to the appropriate teams when necessary. Work in tandem with cross-functional teams, including engineering and product management, to resolve customer issues and champion customer needs. Maintain detailed records of customer interactions, support cases, and resolutions within Jira Service Desk or similar ticketing systems. Analyze patterns in customer issues to identify root causes and collaborate with the team on long-term solutions to enhance product reliability. Proactively contribute to the development and improvement of support resources, including help articles, FAQs, and internal knowledge bases, to empower customers and improve the self-service experience. Identify and recommend process improvements to streamline support operations and enhance customer satisfaction. Qualifications

Associate or bachelor’s degree in information technology, Computer Science, or relevant field, or equivalent practical experience. A minimum of 2 years of experience in technical support, ideally within a SaaS environment. Demonstrable prowess in troubleshooting software, networking, and database issues. Proficiency in using ticketing systems like Jira Service Desk, with a strong ability to document and track support cases. Outstanding problem-solving skills, alongside the ability to dissect complex issues and drive swift resolutions. Exceptional communication skills, with a talent for conveying intricate technical details in an accessible manner. A passionate commitment to delivering top-tier customer service, with an empathetic understanding of customer needs.

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