Their goal is to improve student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement. They are a global, enterprise SaaS company with 7M+ students in 25 countries actively using their platform. They are working with higher education institutions internationally across North America, Europe and the UK. They have a diverse and world class team and are looking for a Technical Support Engineer tous join their Customer Experience team.
Technical Support Engineers focus on
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Manage and drive resolution of tickets with various priorities to meet SLAs
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Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help their customers
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Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue escalation
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Identify the root cause of issues to drive a fix by collaborating with the engineering team
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Timely follow up on the status of tickets with all stakeholders (internal and external)
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Communicate with various stakeholders including product, engineering, and customer success teams as required
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Identify and escalate priority issues that need immediate attention
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Engage in regular product training sessions and contribute to the overall team's success
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Involve in Zoom sessions/calls with internal and external stakeholders
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Identify opportunities for a customer to increase product adoption
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Represent the company for their customers, and advocate for their customers within the company
Qualifications
Individuals who are most successful in this role meet the following qualifications:
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At least 2 years of related technical work experience (ex: development, support, etc)
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Bachelor's or Master's Degree in Information Technology, Computer Engineering, or related field.
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Excellence in technical communications with both technical and non-technical stakeholders
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Ability to identify & prioritize customer issues while effectively handling multiple challenges
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Prior experience working in a customer support team for a SaaS business with web applications and native apps,
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Experience working with App Development teams (Apple Developer Account/ Google Play Console)
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Strong technical aptitude, including the ability to troubleshoot and debug complex issues
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Strong focus on customer satisfaction scores and excellent time management skills
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Experience with software support & troubleshooting issues over zoom sessions
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Experience working with platforms like Zendesk, Jira, Slack, and Notion
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Working knowledge of software such as Postman, SQL, Sentry, APIs
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Excellent communication skills, both written and verbal
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Demonstrated technical skills or ability to quickly learn technologies
You are an ideal candidate if
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Prior experience working in a customer support team for a SaaS business with web applications and native apps,
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You're able to empathize with customers in a genuine way that lets them know you care about their issues,
What will make you stand out
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Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
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Ability to learn new technologies quickly.
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Resolving customer's problems is your passion,
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You possess a strong sense of ownership to resolve issues on time
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Having Higher Education / Student Affairs experience
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You love talking to people and building relationships with your customers.
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You enjoy troubleshooting and love technical challenges
What they offer
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Remote-friendly work environment: Ability to work from anywhere in the EST
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Generous paid vacation time
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International environment with experienced colleagues who help you move forward
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Health Benefits including health, dental, life , disability insurance and travel coverage
This role is remote anywhere in North America