Support Engineer - Boston, United States - Henderson Scott

Description

Our clinet, a leading DevOps vendor, is looking to onboard a skilled support engineer to play a key role in the customer experience.

The business is a Pre-IPO, early stage vendor, with cutting-edge technology enabling development teams to translate business applications' configuration into text, allowing to search, compare, test, deploy, and track changes across all their environments from one platform.

They have achieved year on year growth since their establishment in 2019.

As one of the founding support engineers you will have the opportunity to play a defining role in the US expansion of one of the most disruptive software vendors in the DevOps market.

What you'll be doing:
You'll play a pivotal role in enhancing the customer experience and maintaining communication with clients.
Your responsibilities will include assisting customers with technical inquiries related to their use, guiding them towards optimal implementation practices.

You'll also leverage your expertise in the product and infrastructure to analyze and address customer issues, participating in cross-team meetings to discuss support-related matters.

Identifying and escalating priority issues for prompt resolution will be part of your role, alongside serving as the primary contact for customer escalations both internally and externally.

Additionally, you'll contribute to enhancing product documentation, customer knowledge base, and best practices guides.


Requirmenets:
3+ years of technical support roles.
Experince supporting a B2B SaaS service.
Experince interacting with Engineering/Product teams.
Comfortable with command line.


Experince with any of:
NetSuite, Zendesk, Okata, Salesforce & JiraComfortable analyzing product/application logsOffering:Fully remote roleCompeititve base salary & benefits packageStock options#J-18808-Ljbffr