We are looking for a highly skilled Customer Experience Engineer to join our team and help us solve complex customer challenges, investigate technical issues, and support our continuous improvement efforts.
The Customer Experience Engineer serves as the technical backbone of the support team, specializing in handling 3rd-level support, research and development escalations, engineering tasks, and complex ticket resolution. This role requires a deep technical understanding of the product, the ability to troubleshoot complex issues, and the skills to develop and implement technical solutions that enhance customer success. The main goal is to improve the support team's efficiency and effectiveness and foster continuous learning and improvement. This approach ensures a forefront of technical support, empowered by a deep understanding of the product and equipped with the tools to provide exceptional customer service.
The Customer Experience Engineer serves as the technical backbone of the support team, specializing in handling 3rd-level support, research and development escalations, engineering tasks, and complex ticket resolution. This role requires a deep technical understanding of the product, the ability to troubleshoot complex issues, and the skills to develop and implement technical solutions that enhance customer success. The main goal is to improve the support team's efficiency and effectiveness and foster continuous learning and improvement. This approach ensures a forefront of technical support, empowered by a deep understanding of the product and equipped with the tools to provide exceptional customer service.
Requirements:
Bachelors degree in Computer Science, Engineering, or a related field.
3+ years of hands-on experience in a senior technical support role, preferably in a B2B SaaS environment.
Deep understanding of log analysis, database querying, and the maintenance of technical support tools.
Familiarity with SQL and API troubleshooting.
Strong problem-solving skills with a proactive and independent approach to learning new technologies.
Excellent communication skills and ability to work collaboratively across departments.
Experience with support tools such as Slack, Salesforce, Asana, and Zendesk.
Bachelors degree in Computer Science, Engineering, or a related field.
3+ years of hands-on experience in a senior technical support role, preferably in a B2B SaaS environment.
Deep understanding of log analysis, database querying, and the maintenance of technical support tools.
Familiarity with SQL and API troubleshooting.
Strong problem-solving skills with a proactive and independent approach to learning new technologies.
Excellent communication skills and ability to work collaboratively across departments.
Experience with support tools such as Slack, Salesforce, Asana, and Zendesk.
This position is open to all candidates.
