Senior Technical Support Advocate

• Provide technical support to customers via phone, email, and chat, primarily email-based
• Respond to customer inquiries and alerts according to agreed SLAs
• Diagnose, address, and resolve technical issues efficiently and accurately
• Escalate complex issues to higher-level support
• Keep current with changing technologies and adapt to process changes
• Participate in training sessions to enhance technical skills and knowledge
• Share knowledge with the team and assist in training new team members
• Develop a deep understanding of client products and services
• Respond promptly to customer service inquiries to ensure satisfaction
• Collaborate with and support team members when assistance is needed
• Take on additional tasks and responsibilities to meet team objectives
• Execute team initiatives and collaborate on projects
• Identify opportunities to contribute as the team grows
• Gather customer insights and share them to improve customer education and experience

• 3+ years of technical support experience, primarily supporting customers via email and chat
• General knowledge of how web-based and mobile apps work
• Proven experience with technical, internet-based tools, including Chrome DevTools and REST APIs
• General knowledge and experience of SaaS products
• Ability to work US business hours, with flexibility based on operational needs
• Analytical and critical thinking skills with strong attention to detail
• Passion for client satisfaction and customer experience
• Ability to thrive in a dynamic and evolving environment
• Metrics-driven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Ability to understand and convey tone via written communications and explain complex technical solutions clearly
• Creative problem-solving skills
• Fact-based judgment, particularly in ambiguous situations
• Proactive attitude and ability to work with limited supervision
• Proficient in written and spoken English
• Ability to support team initiatives and collaborate on projects
• Ability to work remotely as part of a team with limited direction
• General knowledge and experience of SQL and databases
• Working knowledge of Datadog or other log-monitoring software