About the Opportunity
The organization is seeking a Technical Support Engineer I to investigate, triage, and document technical issues in production. This role manages communication with customers and escalation queues, troubleshoots unexpected behavior, writes tickets, coordinates important cases with fellow TSEs, and escalates cases for additional troubleshooting. This role also supports the Customer Experience Org, providing technical training, and educating the Customer Experience team. This role requires troubleshooting skills, effective time management, clear communication, and collaboration with internal teams and customers.
Key Responsibilities
- Manage initial investigation of escalated cases. This includes:
- Applying critical thinking and attention to detail to determine root cause of unexpected behavior
- Responsible for the majority of queue management and first response SLAs
- Spending as much as 45 minutes investigating, triaging, and documenting newly reported unexpected behavior
- If unable to resolve within 45 minutes, communicate and escalate with more senior TSEs
- Continual customer communication on cases not escalated to more senior TSEs
- Write accurate and clear JIRA tickets. This includes:
- Describing the issue, expected results, and steps to reproduce
- Technical details like API values, links to errors, and screenshots of errors in the dev console
- Create and complete Database updates to track database work
- Collaborate internally and cross-functionally. This includes:
- Triage high priority tickets with more senior TSEs
- Support Generalists and wider CX Org on a day-to-day basis
- Familiarize self with internal technical documentation to develop technical skills
Required Qualifications
- Technical knowledge of software applications, troubleshooting, and basic programming
- Familiarity with Postman, Jira, observability platforms, Chat AI LLMs
- Enterprise customer service experience
- Strong written and verbal communication skills
- Meeting each request with an urgency to solve the customer need
- Time management skills and ability to manage multiple priorities
- Teamwork and collaboration skills
- Critical thinking skills
- Attention to detail
Why you’ll love it here
- Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
- Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
- Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
- Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
- Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
- Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
- Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
- Community Engagement: Make a difference through our volunteering program.
The organization lives by its core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger.
The annual U.S. salary range for this full-time position is $59,500 - $82,000. The organization also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program. In addition to this wage, there are geolocation differentials that will increase pay depending on the work location. Additionally pay may vary depending on other factors including skills, experience, education, or training.
The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.
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