Production Support Engineer - Remote

Overview

Join our Production Support team and play a vital role in delivering exceptional support to our customers. You will develop in-depth expertise in our product's features and configuration, enabling you to effectively address support inquiries, share valuable knowledge, and guide customers in resolving challenges.

In Short

• Address and resolve support inquiries from enterprise customers and internal teams.
• Collaborate with Platform Engineering and Customer Success to investigate and diagnose technical issues.
• Respond to support tickets within established service level agreement (SLA) timelines.
• Provide regular progress updates on support tickets.
• Create and maintain clear documentation of solutions in our knowledge base.
• Participate in customer meetings to review the status of support tickets.
• Develop in-depth expertise in product features and configurations.
• Work in a dynamic environment solving new problems daily.
• Gain practical experience within the digital intelligence domain.
• Opportunity for growth into roles such as Software Development and Customer Success.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or equivalent practical experience.
• Experience with SQL, JavaScript, CSS, HTML, and React.
• Familiarity with a support ticketing system (e.g., Salesforce, Zendesk, Jira).
• Strong written communication skills.
• Solid understanding of the HTTP request/response cycle.
• Familiarity with modern CSS frameworks and libraries.
• Proven ability to manage and prioritize a significant volume of support tickets effectively.
• Enjoy tackling challenges and working collaboratively.
• Natural curiosity with an aptitude for continuous learning.

Benefits

• Remote-first company culture.
• Regular company-wide events and seasonal challenges.
• Employee Resource Groups for diverse discussions and support.
• Coaching and training programs for career development.
• Opportunity to work with recognized brands.
• Dynamic work environment with continuous learning.
• Empowerment to bring unique perspectives.
• Inclusive and diverse workplace.