Senior Support Engineer - Remote

Overview

As a Tier 2 Senior Support Engineer at Conversica, you will be a technical expert on the customer support team, responsible for troubleshooting and diagnosing complex technical issues while providing best-in-class support.

In Short

• Troubleshoot and diagnose complex technical issues.
• Engage with customers via email, phone, and live chat.
• Handle escalated customer tickets professionally.
• Triage and escalate bug tickets to product and engineering.
• Communicate escalations and outages to leadership.
• Collaborate with cross-functional teams on high-priority tickets.
• Document support ticket notes thoroughly.
• Write content for Conversica's knowledge base.
• Assist customers with product-related questions.
• Apply account optimizations submitted by the Customer Success team.

Requirements

• 3+ years experience in a SaaS technical support role.
• Proven technical aptitude for troubleshooting.
• Knowledge of sales and marketing tech stacks.
• Strong understanding of logic functions.
• Basic to intermediate knowledge of SQL.
• Experience with ticketing systems like Zendesk or JIRA.
• Excellent written and verbal communication skills.
• Self-motivated and able to work independently.
• High school diploma or equivalent, Associate degree preferred.

Benefits

• Work remotely within the Pacific Time Zone.
• Opportunity to work in a dynamic, fast-paced environment.