Technical Support Engineer - remote

Their goal is to improve student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement. They are a global, enterprise SaaS company with 7M+ students in 25 countries actively using their platform. They are working with higher education institutions internationally across North America, Europe and the UK. They have a diverse and world class team and are looking for a Technical Support Engineer tous join their Customer Experience team.

Technical Support Engineers focus on

• Manage and drive resolution of tickets with various priorities to meet SLAs

• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help their customers

• Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue escalation

• Identify the root cause of issues to drive a fix by collaborating with the engineering team

• Timely follow up on the status of tickets with all stakeholders (internal and external)

• Communicate with various stakeholders including product, engineering, and customer success teams as required

• Identify and escalate priority issues that need immediate attention

• Engage in regular product training sessions and contribute to the overall team's success

• Involve in Zoom sessions/calls with internal and external stakeholders

• Identify opportunities for a customer to increase product adoption

• Represent the company for their customers, and advocate for their customers within the company

Qualifications

Individuals who are most successful in this role meet the following qualifications:

• At least 2 years of related technical work experience (ex: development, support, etc)

• Bachelor's or Master's Degree in Information Technology, Computer Engineering, or related field.

• Excellence in technical communications with both technical and non-technical stakeholders

• Ability to identify & prioritize customer issues while effectively handling multiple challenges

• Prior experience working in a customer support team for a SaaS business with web applications and native apps,

• Experience working with App Development teams (Apple Developer Account/ Google Play Console)

• Strong technical aptitude, including the ability to troubleshoot and debug complex issues

• Strong focus on customer satisfaction scores and excellent time management skills

• Experience with software support & troubleshooting issues over zoom sessions

• Experience working with platforms like Zendesk, Jira, Slack, and Notion

• Working knowledge of software such as Postman, SQL, Sentry, APIs

• Excellent communication skills, both written and verbal

• Demonstrated technical skills or ability to quickly learn technologies

You are an ideal candidate if

• Prior experience working in a customer support team for a SaaS business with web applications and native apps,

• You're able to empathize with customers in a genuine way that lets them know you care about their issues,

What will make you stand out

• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.

• Ability to learn new technologies quickly.

• Resolving customer's problems is your passion,

• You possess a strong sense of ownership to resolve issues on time

• Having Higher Education / Student Affairs experience

• You love talking to people and building relationships with your customers.

• You enjoy troubleshooting and love technical challenges

What they offer

• Remote-friendly work environment: Ability to work from anywhere in the EST

• Generous paid vacation time

• International environment with experienced colleagues who help you move forward

• Health Benefits including health, dental, life , disability insurance and travel coverage

This role is remote anywhere in North America