Technical Solutions Expert

2 days ago


Los Angeles, California, United States Paragon Full time

We are seeking a highly skilled Technical Solutions Expert to join our team. In this role, you will be at the forefront of troubleshooting and resolving complex technical issues, ensuring our customers have a seamless experience with our platform.

  • Tech Issue Resolution: Triage, diagnose, and replicate complex technical issues reported by customers.
  • Work directly with customers to understand their technical challenges, guiding them through troubleshooting and resolution processes.
  • Collaborate with customers to replicate issues in a controlled environment, providing clear explanations and updates throughout the process.
  • Partner with the Engineering team to identify, prioritize, and resolve software bugs and system issues.

This role involves acting as a technical advisor for customers, providing hands-on support and guidance to ensure they can fully leverage the Paragon platform. You will build strong relationships with customers by providing clear, empathetic communication and timely solutions to their technical problems.

Responsibilities
  • Develop and enhance technical documentation, including troubleshooting guides and FAQs.
  • Contribute to refining internal processes and tools to streamline the issue resolution workflow.
  • Assist in training and mentoring the Support team on technical best practices.

We offer a competitive salary range of $85,000 - $130,000 per year, equity: 0.01-0.05%, comprehensive benefits, unlimited PTO, dog-friendly office, and remote work options. Our typical day includes reviewing and prioritizing technical issues, engaging with customers, collaborating with the Support and Engineering teams, and working on post-mortem analysis for recently resolved major incidents.



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