Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone
Maintain a high level of customer satisfaction
Develop an understanding of each customer's specific implementation and needs
Relay customer feedback to internal teams
Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams
Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI
Conduct root-cause analysis with engineering teams to make sure that issues are resolved
On-call work is required and will be compensated for separately

University Degree
5+ years relevant experience
Fluent in English with excellent verbal and written communication skills
Capable of clarifying unclear requirements for both internal and external stakeholders
Experience in debugging complex technical issues in a fast-paced work environment
Highly motivated and interested in customer support and customer satisfaction
Ability to learn quickly and to cope with ever-changing environments
Desire to learn new things and perform technology research & troubleshooting
Ability to work with multiple customers and situations simultaneously
Willingness to take ownership of internal projects focused on improving existing documentation or processes
Must be proficient in three of the nice-to-have technical skills below

Technical Support Engineer

Key skills