Product Support Engineer II
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Job Description
Support Engineer II providing solutions to clients and managing technical inquiries. Working closely with implementation teams and product managers to enhance client experience and product efficiency.
Responsibilities:
- Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
- Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
- Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly
- Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
- Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
- Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets
- Manage timely and accurate responses via Chat support feature
- Ability to analyze and problem solve customer issues while remaining empathetic
- Ensure a high customer satisfaction score of 95% or higher
- Collaborate with Client Success Managers to mitigate client escalations
- Actively review and create internal and client-facing documentation and knowledge base articles
Requirements:
- Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
- Ability to learn quickly; become an expert with our products and the supporting technology over time
- Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
- Positive, self-starter attitude and desire to exceed client expectations at every opportunity
- Attention to detail and absolute focus on the quality of work
- Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
- Familiarity with common web protocols (HTTP, FTP)
- Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
- Excellent customer service, presentation, and writing skills
- Internet/online advertising industry experience is a plus
- Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
- Experience in a start-up environment
- Authorization to work in the U.S.
Benefits:
- A collaborative work environment with the freedom and opportunities of a startup culture
- A global, remote-first company that encourages occasional team get-togethers
- Life and work balance
- Flexible vacation time
- Retirement plan matching up to 3% of your salary
- Varied options for health, dental, vision, disability and life insurance
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