Technical Support Expert

• Provide product support for customer inquiries via telephone, email, social media, and chat
• Assess product or service issues and resolve complex support problems
• Log customer interactions and tag/categorize issues
• Resolve a consistent monthly ticket volume
• Serve as the escalation point for moderately complex issues and escalate to Product and Engineering as necessary
• Identify improvements to existing processes and procedures
• Mentor newer Customer Support team members
• Contribute knowledge-base content for team and customer enablement
• Ensure Support SLAs and CSAT goals are met and ticket queues are well managed
• Handle incident reporting and on-call responsibilities

• 3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
• Demonstrated customer focus, empathy, active listening, and ability to diplomatically address customer concerns and provide feedback
• Experience communicating complex technical issues to technical and non-technical audiences via phone or email
• Strong, creative problem-solving skills
• Ability to learn quickly, take initiative, and follow through
• Ability to remain calm and effective under higher workloads and prioritize situational urgency
• Attention to detail and ability to ramp up quickly on new products and technologies
• Experience with incident communication and on-call
• Experience supporting Email or similar REST APIs
• Experience with Email Deliverability
• Experience with Snowflake
• Experience with terminals/command prompt
• JIRA/Confluence experience is a plus
• Reading/debugging HTML is a plus
• SQL is a plus
• Experience with Snowflake and Splunk is a plus
• Experience with SFDC, QuickBooks, Zuora, or other financial management software and financial principles is a plus for some Billing roles
• Postman or other API client experience
• Zendesk is preferable

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support
• Remote-first work arrangement
• Occasional travel to project or team in-person meetings