Principal Technical Support Engineer
Job Description
What you’ll be doing:
Help customers with their technical questions using Zendesk as a ticketing tool.
Support multiple customers via different channels while simultaneously assisting colleagues.
Communicate with different types of customers (Zendesk Admins, Agents, Developers) and convey technical jargon with the customer’s understanding in mind through the tickets.
Troubleshoot complex customer issues using test environments and logging tools.
Identify and replicate customer issues, educate customers on workarounds while understanding their business needs and issue impacts. Determine if reported issues are bugs by checking for known issues and product behaviors.
Validate tailored documentation and explain relevant steps accurately to customers, ensuring the ability to educate others using the documentation.
Capable of identifying customer issues with minimal effort, pinpointing issues in previous investigations to speed up identification and troubleshooting.
Take ownership of highly technical and critical customer issues and guide the customer to resolution.
Collaborate with peers and other departments to find solutions for our customers and partner with external stakeholders if necessary.
Share your technical knowledge with the greater support team through creating internal documentation, training materials and help drive better customer experience.
Prioritize and multitask as part of your daily routine.
What you bring to the role:
At least 8+ years of technical support experience in a similar environment.
Ability to empower end-users to support themselves using our knowledge base.
Ability to evaluate, troubleshoot, and follow up on customer issues, as well as replicate and document for further escalation.
Experience in collaborating with other departments such as Product, Engineering, and Sales.
A drive for learning (self-development), mastering, and teaching.
A keen eye for process improvement opportunities and the ability to deliver on the changes needed.
Fluent in both written and spoken English.
Accessing tools and a complete understanding of how to utilize them in investigations towards solutions, capable of educating others to use the tools.
Ability to pull logs from internal tools (like Datadog) on customer request, rehydrate logs if needed, and sanitize and filter for customer eyes.
Ability to go above the technical scope of advocacy if absolutely necessary.
Preferred Qualifications:
Experience with Mobile SDK Platforms: Experience with XCode (iOS) and Android Studio.
Web Technologies: Skilled in HTML, JavaScript, and CSS.
API Proficiency: Confident in working with RESTful APIs.
Analytics Tools: Experienced in using tools for troubleshooting or data analysis.
Chatbots and AI technologies: Familiarity with AI-driven chatbots that utilize machine learning algorithms to effectively manage customer inquiries and seamlessly escalate issues to human agents when necessary.
UNIX Commands: Basic understanding of UNIX commands for search and other command line features.
Single Sign-On (SSO) Methods: Solid understanding of SAML, JWT, and third-party providers log in flows.
SaaS Integrations: Knowledgeable about SaaS integration processes.
SaaS Environment Troubleshooting: Experience troubleshooting SaaS environments (Zendesk or others).
Logging Tools: Experienced with using logging tools such as Datadog or Kibana.
Testing and Troubleshooting: Proficient in using personal or team testing suites/accounts for troubleshooting.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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