You live for that moment when a client says, “thank you so much for helping us out!” You considered a career in Engineering but decided you wanted to be customer facing instead. You are a Support Engineer and are a superhero with an Engineers brain and a heart of gold.

The Support Engineer understands how to resolve complex technical issues with warmth and a cool head. S/he has superb customer facing abilities and is comfortable translating complex technical issues into language anyone can understand. The Support Engineer will handle inbound escalations and be the primary escalation interface into our Engineering team. This role will directly own the internal and customer facing knowledge databases and enjoys both issue triage, as well as documentation.

About this role:
Provide efficient and accurate technical assistance to ensure customer satisfaction

Work directly with customers via email, phone and IM

Provide escalated technical and triage support for other Support team members

Actively contribute to our online knowledge database

Work closely with Engineering, Product Management and Sales teams

Qualifications:

• College degree (CS degree preferred)
• 3+ years related experience
• Excellent communication skills & strong customer focus
• Proven analytical / problem solving ability
• Ability to communicate technical concepts effectively
• Demonstrated ability to lead and manage initiatives to completion
• Ability to work quickly and calmly to resolve technical issues
• On call availability
• Familiarity and working knowledge of HTML, XML, FTP, AS3
• SaaS and API developer support experience strongly preferred