Product Support Engineer - Integration - Remote

Overview

We are looking for an exceptional Product Support Engineer - Integration to join our 24x7 team. In this role, you will play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds.

In Short

• Provide 24x7 support as part of the Product Support Team.
• Process Level 3 support tickets and assist with chat volume.
• Assist with advanced technical escalations from Product Support Analysts.
• Take ownership of SDK, OEM, and Platform issues.
• Resolve or coordinate the resolution of issues with internal or external teams.
• Handle client escalations and ensure timely issue resolution.
• Participate in weekly Product Team meetings for process improvement.
• Conduct training for new and tenured team members.
• Identify improvement opportunities for the team.
• Update documentation related to SDK, OEM, and Platform items.

Requirements

• 2+ years of experience in a Technical Implementation or Consulting role.
• Experience in a SaaS/iPaaS company is preferred.
• Passion for customer success and experience in a Professional Services organization.
• Advanced knowledge of integration/automation technology.
• Familiarity with business applications like Salesforce, Google Suites, etc.
• Excellent verbal and written English communication skills.
• Strong analytical, communication, and interpersonal skills.
• Excellent organization and time management skills.
• Ability to work independently and escalate issues appropriately.
• Passion for coaching and helping others excel.

Benefits

• Flexible, trust-oriented culture.
• Dynamic work environment.
• Opportunities for professional growth.
• Support for work-life balance.
• Access to a multitude of benefits.