Technical Support Engineer

Role Overview

We're looking for a
Technical Support Engineer

to provide high-quality support for our platform and ensure customers get the most out of their experience. This role combines technical troubleshooting, customer enablement, and process improvement to deliver an exceptional customer journey. You'll act as the first point of contact for technical issues, collaborate with internal teams to resolve complex cases, and contribute to the continuous improvement of our systems and processes.

The ideal candidate is a resourceful problem-solver who thrives in fast-paced environments and is passionate about providing exceptional customer support.

Key ResponsibilitiesTechnical Support & Troubleshooting

• Serve as the first point of contact for customer inquiries via email, chat, and phone, ensuring timely resolutions.
• Diagnose and troubleshoot technical issues related to the platform, escalating to Product and Engineering teams as needed.
• Manage, update, and resolve tickets in the support system, adhering to SLA guidelines.
• Document technical solutions and maintain a comprehensive internal knowledge base.

Onboarding & Enablement

• Collaborate with the Customer Success team to ensure seamless onboarding for new customers, including technical setup and