Field complex/escalated issues for high value or critical clients
Work directly with clients to understand issues, document in a case, and work towards resolution
Uphold SLA’s regarding responsiveness on individual cases
Serve as an escalation point for Customer Support Representatives
Take ownership of technical issues and work with our Engineering and product groups to resolve advanced issues
Validate and identify product bugs and document the expected behaviors for resolution
Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps
Resolving escalated customer complaints, especially when technical in nature
Help train more junior members/ customer support representatives on our software and processes
Update the ticket tracking system to provide an accurate, and current, status of support issues
Create Knowledge Base articles to expand the knowledge for handling support issues
Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

1 year experience providing technical support for cloud-based software or services
Strong client communication skills
Ability to convey complex technical issues to other experts, as well as technical novices
Experience with ticketing systems such as Zendesk, JIRA, Salesforce or other
Technical degree in Computer Science or equivalent experience (2+ yrs.)
Good to have but not mandatory if: relational database experience (MSSQL & PostgreSQL), experience with administering windows desktops, servers and embedded systems, experience with streaming/video playback, experience with Github, CI / CD, software deployment.

Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.

Technical Support Representative

Key skills