Senior Technical Support Engineer I - Remote

Overview

The Senior Technical Support Engineer I (TSE) is a critical role in our Customer Success Organization. The TSE will be responsible for remotely engaging with active and prospective customers to rapidly analyze, reproduce and resolve their technical problems.

In Short

• Understand, reproduce and resolve complicated technical issues that our customers have raised.
• Own each customer question from initial creation to resolution.
• Manage support tickets to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
• Be the voice of the customer and help prioritize recurring feature requests.
• Contribute to building a best-in-class technical support function.
• Participate in on-call duties.
• Lead and improve Support operations.

Requirements

• Excellent written and verbal communication skills.
• A deep understanding of developer workflows and build systems.
• Familiarity with Web Application Security concepts.
• Basic understanding of API and Webhooks.
• A genuine interest in helping solve problems.
• 2+ years of experience in customer support.
• Ability to work during CET hours.

Benefits

• Comprehensive health plans.
• Generous vacation time.
• 401k.
• Learning stipends.
• Equity and benefits in addition to salary.