Senior Technical Support Engineer

About the position

We are looking for someone to be part of a new kind of team - a team that will offer an effortless customer experience by providing support to both our Explore and Sunshine Conversation customers, as well as other new emerging products. In addition to traditional support functions through different communications channels, you will be poised to offer support and expertise on many other projects. You’re a great match if you possess fantastic troubleshooting skills, are driven to help customers, and have the ability to investigate a new product to learn it inside and out.

Responsibilities

• Provide technical support to Explore and Sunshine Conversation customers.
• Offer expertise on various projects beyond traditional support functions.
• Convey technical jargon in a wide array of syntax from beginner level users to developers.
• Communicate complex customer issues directly to product development teams.
• Set and reach timelines for customer-facing projects based on urgency and flexibility.
• Work effectively as a member of a multi-functional team.
• Present implementation options and proposals to customers.

Requirements

• At least 4 years technical support experience.
• Excellent customer service skills – empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
• Excellent organizational, written and oral communication skills.
• Proven ability to work independently.
• In-depth experience with RESTful APIs and data interchange formats like JSON & XML.
• Flexibility to work into early evenings and pre-scheduled weekend shifts.
• A desire to learn, master, and teach.
• Fluent in written and spoken English.

Nice-to-haves

• Experienced Zendesk Administrator or deep product knowledge preferred.
• Experience designing, implementing, supporting, and troubleshooting complex multi-vendor / multi-platform SaaS solutions.
• Network troubleshooting / HTTP protocol, DNS, SSL.
• Server side experience with Java, Ruby, or another modern language.
• Developed training material for either internal or external consumers.
• Proven ability to develop positive relationships and effectively coordinate with cross-functional teams.

Benefits

• Base salary range of $99,000.00-$149,000.00.
• Eligibility for bonus, benefits, or related incentives.
• Hybrid work experience designed for connection, collaboration, learning, and celebration.