Support Engineer

Responsibilities

Internal Orchestration (70%)

• Attend R&D team meetings to stay current on product developments and known issues
• Serve as technical liaison between engineering and customer-facing teams
• Coordinate escalation workflows between CSMs and engineering
• Track and prioritize technical issues across the customer base

Workflow Development (20%)

• Design and implement standardized support processes
• Create documentation templates and knowledge base materials
• Establish SLA frameworks and escalation protocols
• Build reporting dashboards for support metrics

Direct CSM Support (10%)

• Provide technical guidance to CSMs during complex customer issues.
• Assist with technical aspects of customer onboarding.
• Help prepare technical responses for customer inquiries.
• Responsible for also providing updates to customer directly through [email protected] , this way CSM isn’t a blocker on quick response times.

Requirements

Technical Skills

• 6+ years of experience in technical support or operations
• Understanding of software development processes (not expert-level coding required)
• Experience with support tools and ticketing systems
• Strong documentation and process creation abilities

Soft Skills

• Excellent communication skills for cross-team collaboration
• Strong organizational skills and attention to detail
• Ability to translate technical concepts for non-technical stakeholders
• Customer-service mindset focused on internal client success
• Previous experience working in the US business hours
• Previous experience working in a start-up environment
• Customer Obsessed

Key Success Metrics

• Reduction in average time to resolve technical issues
• Implementation of standardized support workflows within 90 days (we’ve already started this, they can improve it)
• Establishment of clear escalation paths with defined SLAs