SaaS Technical Support Engineer - Remote

Overview

As a Technical Support Engineer at Angaza, you will play a crucial role in ensuring our customers and partners can operate their businesses seamlessly using our products. You will be responsible for diagnosing and resolving technical issues, providing timely support to our customers, and collaborating with various teams to enhance our product offerings. Your work will directly impact the satisfaction and success of our global customer base.

In Short

• Provide prompt and efficient technical support to customers via helpdesk software and emails.
• Guide customers with custom API integration through our public-facing API endpoints.
• Collaborate with cross-functional teams to ensure effective communication and timely resolution of customer issues.
• Serve as an escalation point for complex customer issues.
• Troubleshoot complex technical issues, coordinating with engineering teams.
• Monitor common technical support questions for scalable solutions.
• Assist with keeping internal and customer-facing support documentation up to date.
• Work closely with engineering and product teams to relay customer feedback.
• Participate in regular rotations for on-call coverage.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2-3 years of experience in providing technical support or quality assurance.
• Familiarity with database management and SQL queries.
• Experience with Postman and Zapier.
• Experience with helpdesk software, such as Zendesk.
• Familiarity with project management tools such as Linear or Jira.
• Strong problem-solving skills and the ability to prioritize tasks effectively.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a team-oriented environment.
• Familiarity with Git & Github is a plus.
• Experience with AWS is a plus.

Benefits

• Company-sponsored private medical plan.
• Pension plan with company contribution.
• Flexible scheduling and time off policies.
• Making a positive impact on the world every day.