Technical Support Engineer
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Job Description
Technical Support Engineer managing technical support cases and facilitating communication between teams for GoTo products. Working remotely from Guatemala with a focus on customer experience and product expertise.
Responsibilities:
- Review and manage technical support cases
- Dedicate time each week to review escalated support tickets
- Analyze case statuses in JIRA
- Coordinate updates between Care, Engineering, and Product teams
- Facilitate cross-functional meetings
- Prepare agendas
- Review key escalations
- Actively participate in weekly meetings
- Advocate for critical customer issues
- Ensure actions are clearly communicated
- Communicate and document solutions
- Relay updates and next steps to case owners
- Maintain organized documentation in Confluence and Slack
- Create resources that help front-line support teams grow their expertise
- Drive process improvements
- Regularly review old cases
- Suggest process updates
- Help refine escalation and support procedures
- Share best practices and contribute to training materials for your peers
- Be the product expert
- Stay hands-on with GoTo’s products like LogMeIn Rescue, Resolve, and GoTo Assist
- Proactively identify issues
Requirements:
- Strong Technical Problem-Solving
- Proven experience troubleshooting and managing technical support escalations for SaaS or cloud-based products
- Effective Communication Skills
- Ability to clearly explain technical concepts to both technical and non-technical audiences
- Hands-on Experience with Support Tools
- Comfortable using tools like JIRA, Slack, Confluence, and other case management systems
- Collaboration & Cross-Functional Teamwork
- Experience working closely with support, engineering, and product teams
- Process Improvement Mindset
- Proactive in suggesting, documenting, and sharing best practices and process enhancements
Benefits:
- Comprehensive health benefits
- Life and disability insurance
- Fertility and family-forming support programs
- Paid holidays
- Volunteer time off
- Quarterly self-care days
- No meeting days
- Tuition and reading reimbursement programs
- Thrive Global Wellness Program
- Confidential Employee Assistance Program (EAP)
- Employee Resource Groups (ERGs)
- GoTo Gives
- Charitable matching program
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