Support Engineer

Engineering · Full-time · New York, United States

Visualize the past, present, and future of your organization

We’re looking for a world-class support engineer to work alongside Customer Success as the technical lead on implementation projects for newly signed clients as well as actively support/troubleshoot incoming requests. You’ll be working with a fast-growing team alongside all units of the business to help drive the mission of ChartHop.

What you’ll be doing

  • Taking ownership of support queue for SMB to enterprise customers
  • Handle and triage front-line support requests from customers, escalating and coordinating with Support Management/Engineering when necessary, including on-call support schedule
  • Handle customer communications during incidents, defect tracking, bug reporting, feature requests
  • Assist with QA and release coordination with Engineering and Product
  • Project manage implementation and work with Customer Success with newly signed customers
  • Help improve internal and external documentation

Requirements

  • 3+ years of technical support in Saas or related company
  • 3+ years in client communications with SMB to enterprise customers
  • Hands-on experience with Zendesk, Google Suite, PagerDuty, GitHub, and Slack
  • Desire to work in a startup
  • Desire to work with clients via on-sites and other channels

Nice to haves

  • BS degree in relevant field
  • Deep understanding with third-party integrations, API, and MongoDB infrastructure
  • Experience with DataDog, SumoLogic, and Clubhouse
  • Experience with on-call scheduling for system issues/scheduled maintenance

Posted

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