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Technical Support Specialist
Remote
Job Summary:
The Technical Support Specialist will join our Support organization. In this role, you will provide technical assistance to our Failure Analysis Engineers, deliver superior support for strategic customers, and play a key role in escalation and incident management. This is a role that will liaise between our Customer Support Representatives and Failure Analysis Engineers.
Key Responsibilities:
- Diagnose and resolve technical issues for support agents and installation support with internal processes and tools provided by our Failure Analysis Team
- Provide customer support to escalated cases through email, meetings, live chat, or phone.
- Utilize Salesforce and Jira to interact with our Failure Analysis team to track and action escalation and incidents within the platform
- Take ownership of all applicable cases when incidents arise in the platform until a resolution is met
- Contribute to our knowledge base with playbooks or articles for newly discovered issues
- Collaborate with the Technical Support Manager to monitor trends and escalate new issues
- Provide top tier support to our strategic customers when escalated issues arise in their community
- Meet regularly with product management to discuss trending issues and prioritization
Qualifications:
- Minimum of 2 years experience in a technical support or related role.
- Extensive knowledge of Jira and Salesforce.
- Excellent problem-solving, de-escalation, and customer service skills.
- Excellent verbal and written communication skills to explain complex technical issues to non-technical customers in an easy-to-understand manner.
- Strong analytical and troubleshooting skills, with the ability to replicate issues and work collaboratively with engineering teams to resolve bugs or develop workarounds.
- Time Management: The ability to handle multiple support tickets at once and prioritize critical issues.
- Ability to work independently and collaboratively.
- Flexible schedule availability.
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