Technical Support Engineer

Job Summary

To support APAC customers, the full-time remote Technical Support Engineer will leverage technical expertise to resolve complex issues, enhance user experience, and contribute to a robust knowledge base while meeting key performance metrics.

Key responsibilities

• Provide prompt and empathetic communication to resolve user issues and create a positive support experience
• Debug and troubleshoot technical problems, collaborating with engineering teams for escalation and resolution
• Identify patterns in support requests to proactively solve problems and advocate for customer needs

Required qualifications

• 3+ years of Technical Support experience in B2B SaaS platforms
• Experience providing support through Slack, live chat, and email
• Proficient in real-time troubleshooting, including video conferencing and remote access
• Self-starter with the ability to manage multiple tasks in a rapidly changing environment
• Proven ability to work independently and contribute to a knowledge base