Technical Support Engineer
Reporting to our head of Customer Support, the Technical Support Engineer will identify, diagnose, and resolve incidents by leveraging excellent and prompt communications with our customers. This role will partner cross-functionally with our internal teams and is a fantastic opportunity to gain experience at a hyper-growth start-up.
Qualifications
* 5+ years of practical experience in a customer-focused position involving technical knowledge of a company's products and services.
* Excellent communication skills, both written and verbal.
* Prior experience in a technical support role communicating with Enterprise customers.
* Ability to triage and troubleshoot technical issues.
* Familiarity with SQL, logging tools (LogRocket, Datadog, etc.), APIs, SSO configuration.
* Experience with Zendesk and Jira.
* Preferred: familiarity with the software development lifecycle, git, and PM tools.
* Bonus: be comfortable in reading Python, Nodejs, Typescript, and React.
What You’ll Do
* Work out of a Zendesk queue to diagnose and resolve technical inquiries related to LinearB.
* Troubleshoot both in the LinearB UI and the backend- in our database and logs.
* Communicate in a friendly and thorough way with our geographically diverse customer base.
* Craft highly detailed tickets for our engineering team to enable efficient resolution of product defects.
* Partner with our product team in pursuit of constant improvement of the product and end-user experience.
* Follow established processes- and help us create new ones- to ensure the highest level of productivity possible.
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