- SaaS Technical Support experience
- Hands on CLOUD Technology experience (AWS preferred)
- Previous experience with API Development / SaaS products
- Experience with: RESTful APIs, SQL, Familiarity with at least one language like Python or Javascript.
- Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Confluence, Looker, Datadog, Splunk, Other Logging Tools
- Able to work with logs and build hypothesis to unfold complex problems
- Experience and familiarity with tools such as Braze, Embrace, Sentry, Applanga
- Experience with relational databases (MySQL, etc.)
- Using Inspect & Webdev Tools
- Query Similar Key Phrases: Slack, Jira, Confluence
- Github/CircleCI: Understanding of PRs and Release Workflows
- Read Through Stories, Tech Plans, and Product Specs to Identify Desired Behavior
- Test Ideas in Preprod/Sandbox Environment
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Very comfortable with technical concepts and great analytical skills
- Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this includes outbound contact with customers for additional information and resolution
- Personal commitment to quality and customer satisfaction
- Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
- Work directly with Engineering and Product teams to resolve the issues customers have reported
- Empathy and the desire to help others
- Sense of urgency, ability to prioritize tasks based on business priorities
- Can work independently and make decisions even when limited details are available
- Diligence, patience and friendliness, even when things need to move fast
- Self-starter, able to learn new technologies "on the fly"
- Triage all potential bug Salesforce tickets to determine if a Jira needs to be created.
- Create Jira tickets with associated logs, screenshots, videos, reproduction steps, customer information, and provide technical solutions and bug fixes
- Determine customer priority based on reported issue, blast radius, and customer health.
- Prioritize against all other currently open Jira tickets.
- Known errors and workarounds.
- New processes for troubleshooting.
- Document Troubleshooting Guides & Steps
- Train members of the HqO and Glowtouch Support teams in any new process, procedure, errors, troubleshooting, etc.
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Technical Support Solution Engineer - Boston, United States - HqO
Description
Technical Support Solution Engineer
About the Role:
You will play a pivotal role in ensuring clients success by providing top-notch technical support and problem resolution. You'll collaborate with cross-functional teams to deliver exceptional customer experiences, troubleshoot issues, and contribute to the continuous improvements of the product.
Experience And Skills:
Other Requirements:
What You'll Do:
Managing All Jiras Created by Support
Creating/Maintaining Docs in Confluence:
Training:
