In this role, you'll engage directly with customers to untangle deep technical challenges within our tools and adjacent tech stacks. You will take ownership of your ticket queue-reproducing complex issues, documenting bugs, and implementing creative workarounds-while also monitoring self-service channels and building out our internal knowledge base. This is your opportunity to collaborate with Product, Engineering, and Sales to shape our roadmap and ensure our users thrive.
You'll be part of a highly skilled, innovative group of support experts and technical account managers who are truly motivated by our mission and the fast-paced nature of the accessibility domain.
Your Impact
Provide expert technical support to our enterprise customers, resolving complex issues and ensuring smooth implementation of our accessibility tools via tickets and occasional meetings.
Manage a personal queue of support tickets, prioritizing by urgency and business impact.
Reproduce customer issues, devise and implement workarounds, and file well-documented bugs.
Educate and empower customers by creating code and framework examples and documentation.
Collaborate with Engineering and Product to escalate bugs and customer-requested feature enhancements.
Contribute to internal knowledge bases and processes, streamlining support workflows and improving team efficiency.
2-4 years in a technical support or support engineering role in a B2B SaaS environment.
A team player with the spirit of a developer, and the passion (and patience) to help customers solve problems.
Exceptional communication skills, with the ability to convey complex topics simply.
Proficiency in Javascript and HTML, with a strong understanding of web technologies.
General networking knowledge (proxy settings, certificates, encryption).
Understanding of CI/CD pipelines and setup (YAML).
Ability to read and debug code in one or more common languages.
