Technical Support Solution Engineer

4 weeks ago

Boston, United States HqO Full time

Technical Support Solution Engineer


About the Role:

You will play a pivotal role in ensuring clients success by providing top-notch technical support and problem resolution. You'll collaborate with cross-functional teams to deliver exceptional customer experiences, troubleshoot issues, and contribute to the continuous improvements of the product.


Experience And Skills:

  • SaaS Technical Support experience
  • Hands on CLOUD Technology experience (AWS preferred)
  • Previous experience with API Development / SaaS products
  • Experience with: RESTful APIs, SQL, Familiarity with at least one language like Python or Javascript.
  • Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Confluence, Looker, Datadog, Splunk, Other Logging Tools
  • Able to work with logs and build hypothesis to unfold complex problems
  • Experience and familiarity with tools such as Braze, Embrace, Sentry, Applanga
  • Experience with relational databases (MySQL, etc.)
  • Using Inspect & Webdev Tools
  • Query Similar Key Phrases: Slack, Jira, Confluence
  • Github/CircleCI: Understanding of PRs and Release Workflows
  • Read Through Stories, Tech Plans, and Product Specs to Identify Desired Behavior
  • Test Ideas in Preprod/Sandbox Environment


Other Requirements:

  • Excellent client-facing skills
  • Excellent written and verbal communication skills
  • Very comfortable with technical concepts and great analytical skills
  • Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this includes outbound contact with customers for additional information and resolution
  • Personal commitment to quality and customer satisfaction
  • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
  • Work directly with Engineering and Product teams to resolve the issues customers have reported
  • Empathy and the desire to help others
  • Sense of urgency, ability to prioritize tasks based on business priorities
  • Can work independently and make decisions even when limited details are available
  • Diligence, patience and friendliness, even when things need to move fast
  • Self-starter, able to learn new technologies “on the fly”


What You’ll Do:


Managing All Jiras Created by Support

  • Triage all potential bug Salesforce tickets to determine if a Jira needs to be created.
  • Create Jira tickets with associated logs, screenshots, videos, reproduction steps, customer information, and provide technical solutions and bug fixes
  • Determine customer priority based on reported issue, blast radius, and customer health.
  • Prioritize against all other currently open Jira tickets.


Creating/Maintaining Docs in Confluence:

  • Known errors and workarounds.
  • New processes for troubleshooting.
  • Document Troubleshooting Guides & Steps


Training:

  • Train members of the HqO and Glowtouch Support teams in any new process, procedure, errors, troubleshooting, etc.

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