Product Support Engineer
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Job Description
Product Support Engineer responsible for customer support, technical issue resolution, and product education at Tulip. Engaging with cross-functional teams to enhance user experience and knowledge base.
Responsibilities:
- Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries.
- Educate customers on the product, usage, and features.
- Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed.
- Escalate and follow-up complex cases with key collaborators below.
- Manage Support workload to provide visibility to issues and resolution status.
- Continuously improve the internal support processes and tools.
- Expand product documentation held in our customer-facing knowledge base.
- Process business and technical information for customers and provide feedback for the developer teams.
- Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.
Requirements:
- You are willing to work in a fast paced, challenging, quickly changing environment.
- You are keen to learn the latest technologies and improve yourself.
- You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls.
- You are genuine, humble, curious and willing to work in a fun, diverse culture.
- Experience with ticketing systems (e.g. ZenDesk).
- Experience in manufacturing or process engineering.
- Familiarity with Atlassian environment (e.g. Jira, Confluence).
- Collaborative attitude to partner with and manage multiple teams to resolve issues.
- Exceptional communication skills, written and oral.
- Technical knowledge in API, HTTP, SQL, and cloud platforms (AWS, Azure).
Benefits:
- Direct impact on product and culture
- Company equity
- Hybrid Work Style
- Learning & Development benefit
- Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation
- Commutation Allowance
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