We are seeking a talented Customer Support Engineer to join our engineering team.
In this role, you will be responsible to resolve complex technical issues for customers, acting as a technical liaison between the product and users.
Your duties will include:
- Troubleshooting technical problems
- Providing solutions and escalating issues to development teams when necessary
- Creating technical documentation to help users.
You will use your strong problem-solving skills and technical expertise to improve user experience and ensure customer satisfaction.
Core responsibilities
- Resolve technical problems: Troubleshoot and diagnose issues related our technology solutions.
- Provide solutions: Guide customers through solutions, whether by direct communication via phone, email, or chat, or through creating documentation.
- Escalate complex issues: When problems cannot be resolved at the support level, they escalate the issue to the appropriate engineering or development teams.
- Communicate with development: Act as a bridge to the development team by communicating customer problems and outlining specific feature requests.
- Create and maintain documentation: Write advanced guides, tutorials, and knowledge base articles for users to help them with complex tasks.
Key skills
- Technical expertise: Deep knowledge of the product or service they are supporting.
- Troubleshooting: Ability to diagnose the root cause of technical issues.
- Communication: Strong verbal and written skills to clearly explain technical information to non-technical users and internal teams.
- Problem-solving: Ability to analyze problems, find solutions, and implement them effectively.
- Customer service: A professional and friendly demeanor when interacting with customers.
Our technology stack
- Ruby on Rails v 7.1+
- Amazon Web Services EC2, S3, RDS, CloudFront, CloudWatch
- Sentry
- EDI
- Sidekiq
- Ahoy
- Hugo
