• If you don’t have nearly enough experience, or not all the skills, we’d still like to hear from you. This could be the perfect fit for you and us
• Experience of hands-on experience in a technical support role, preferably in a B2B SaaS environment
• Deep understanding of log analysis, database querying, and the maintenance of technical support tools
• Familiarity with SQL and API troubleshooting
• Strong problem-solving skills with a proactive and independent approach to learning new technologies
• Excellent communication skills and ability to work collaboratively across departments
• Experience with support tools such as Slack, Salesforce, Asana, and Zendesk

Desirable

• The Customer Experience Engineer serves as the technical backbone of the support team, specialising in handling 3rd-level support, research and development escalations, engineering tasks, and complex ticket resolution
• This role requires a deep technical understanding of the product, the ability to troubleshoot complex issues, and the skills to develop and implement technical solutions that enhance customer success
• The main goal is to improve the support team's efficiency and effectiveness and foster continuous learning and improvement
• This approach ensures a forefront of technical support, empowered by a deep understanding of the product and equipped with the tools to provide exceptional customer service
• Primary Point of Contact: Serve as the primary point of contact for 3rd-level technical support, effectively resolving complex technical issues while ensuring that the resolution process enriches the knowledge base accessible to all support tiers
• Collaboration with R&D and Engineering: Collaborate with R&D and engineering teams on product issues, offering critical feedback, advocating for solutions, prioritising customer needs, and fostering a culture of customer-centric product development
• Complex Ticket Resolution: Tackle complex customer tickets with a solution-oriented approach, guaranteeing high customer satisfaction by leveraging in-depth product knowledge and a robust suite of support tools, including possible alternatives to mitigate short-term solutions
• Product Expertise: Develop and maintain expertise in the product's capabilities, advising on best practices, innovative strategies, and quick wins that can immediately benefit users and enhance overall product satisfaction
• Technical Projects: Lead technical projects and engineering tasks to enhance product functionality and address customer issues, including managing back-office tools to streamline customer experiences
• Knowledge Sharing: Facilitate knowledge sharing within the team and across departments, ensuring that valuable information and insights are readily available, improving customer support efficiency and product development
• Training and Empowerment: Empower and train second-level support experts by developing comprehensive training programs and resources, focusing on advanced problem-solving skills, product knowledge, and the effective use of support tools to ensure they can resolve a broader range of customer issues independently