We are seeking a highly motivated Technical Support professional to join our expanding Technical Support team within the R&D department. This role demands exceptional communication skills for high-level professional interactions with our B2B customers. Your expertise will be instrumental in maintaining our Service Level Agreements (SLAs) and ensuring robust customer satisfaction.
Responsibilities:
- End-to-End Ownership: Efficiently manage and resolve Technical Support tickets by investigating and identifying root causes. Then, escalate to the appropriate team.
- Act as the first point of contact for customers, providing expert-level technical support via email, chat, and phone.
- Incident Management: Handle production incidents, assessing issue severity from both technical and business perspectives.
- Escalate unresolved issues to internal R&D teams while ensuring customers receive timely updates and maintain ownership until resolution, and communicate progress to relevant stakeholders.
- Monitoring and Reporting: Act as the R&D and Data focal point for production system monitoring and health checks. Deliver periodic performance insight reports to relevant stakeholders.
- On-Call Support: Be prepared to support priority production incidents during offline hours to ensure seamless operations.
Requirements:
- A minimum of 2 years of experience in Tier 1-2 technical support roles, with a strong focus on B2B and SaaS (Software as a Service) support
- Experience with ETL and BI tools such as Tableau
- Knowledge of SQL scripting (Snowflake, MySQL, Athena)
- Knowledge of MongoDB
- Proven ability to take complete ownership from initial report to full resolution, ensuring customer satisfaction and adherence to SLAs.
- Understanding of web technologies: HTML, CSS, JavaScript, TypeScript, etc.- Advantage.
- Basic knowledge of troubleshooting performance issues in a distributed microservices environment
- Experience with monitoring and logging tools such as Datadog, Grafana, Kibana, and CloudWatch - Advantage
- Familiarity with tools like Google AdWords/Analytics is advantageous- Advantage
Soft Skills
- Excellent verbal and written communication skills in English - Must.
- Strong problem-solving ability with a customer-first mindset.
- Ability to manage multiple priorities in a fast-paced environment.
- Patience and empathy when dealing with complex customer issues.
- Demonstrated ability to operate in high-pressure, multitasking environments independently.
- Passion for supporting and helping others.