Senior Technical Support Engineer - Remote

Overview

The Senior Technical Support Engineer will provide advanced technical support and resolve customer issues efficiently across Aplos, Raisely, and Keela's products.

In Short

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering, product, and customer support teams.
• Suggest knowledge base improvements.
• Assume the role of Incident coordinator.
• Lead continuous improvement initiatives.
• Define best practices for team processes.
• Serve as a bridge between support and engineering.
• Own the technical support process for high-priority accounts.
• Create and maintain troubleshooting documentation.
• Provide mentorship for junior team members.

Requirements

• Experience in technical support roles.
• Strong problem-solving skills.
• Excellent communication skills.
• Ability to work collaboratively in teams.
• Knowledge of incident management processes.
• Experience with data analysis tools.
• Ability to document processes clearly.
• Experience in mentoring junior staff.
• Familiarity with customer support tools.
• Technical knowledge relevant to the products supported.

Benefits

• Opportunity to work with a unified team.
• Engagement in impactful nonprofit work.
• Professional development opportunities.
• Collaborative work environment.
• Access to a suite of tools for nonprofits.