Sr. Technical Support EngineerPosition Overview:
We're looking for a customer-focused Senior Technical Support Engineer who can quickly learn our product, dig into complex technical issues, and deliver a high standard of support. The ideal candidate combines strong technical troubleshooting skills with a customer experience mindset- someone who understands that resolving the technical issue is only part of delivering a great support experience. They should be able to communicate clearly, build trust with customers, and approach problems with empathy, ownership, and an understanding of the customer's goals and business impact.
The ideal candidate is also technical, process-oriented, and passionate about documentation, continuous improvement, and knowledge sharing.
Our Support Team is fast-moving and collaborative, so this role requires someone who is comfortable working as part of a team while also taking ownership of problems and projects from start to finish.
Responsibilities:
- Provide technical support and solutions to clients through internal support tickets
- Partner with customer-facing teams to provide direct client support through email, phone calls, and screen shares as needed
- Deliver a thoughtful, high-quality customer experience by communicating clearly, setting expectations, demonstrating empathy, and taking ownership through resolution
- Diagnose, troubleshoot, and resolve complex technical issues
- Investigate issues thoroughly and escalate deeper technical problems to the appropriate teams with clear documentation and context
- Consider the customer's business needs and impact when troubleshooting issues and recommending solutions
- Create and maintain high-quality Knowledge Base articles and internal documentation
- Identify opportunities to improve support processes, procedures, and documentation to reduce support volume and improve the customer experience
- Keep client information accurate, organized, and up to date in the CRM
- Share product and technical knowledge with teammates and contribute to team learning and development
- Take ownership of additional projects that improve the efficiency and effectiveness of the Support Team
Qualifications:
- 4+ years of experience in technical support, SaaS support, customer support, customer experience, or another technical customer-facing role
- Demonstrated customer experience mindset, with the ability to balance technical problem-solving with empathy, clear communication, and an understanding of customer needs
- Experience working directly with customers and navigating complex or high-impact support situations with professionalism and ownership
- Strong understanding of software development principles, systems, and technical concepts
- Ability to read and understand code across various programming languages is a plus
- Experience creating and maintaining Knowledge Base articles or other technical documentation
- Experience developing, implementing, and championing new processes and procedures
- Strong troubleshooting and problem-solving skills, with the ability to investigate issues independently
- Exceptional attention to detail and a commitment to consistently delivering high-quality work
- Strong organizational and time-management skills, with the ability to balance customer needs, competing priorities, and deadlines
- Process-oriented mindset with a willingness to identify opportunities for improvement and take ownership of projects
- Self-directed learner with a can-do attitude and a willingness to jump in and help wherever needed
- Excellent customer-facing communication skills, including the ability to explain complex technical concepts clearly to audiences with varying levels of technical knowledge
- Strong communication and collaboration skills
- Ability to quickly develop a deep understanding of our shipping technology and use that knowledge to provide high-quality technical guidance and solutions to our customers
Qualifications:
- 4+ years of experience in technical support, SaaS support, or another technical customer-facing role
- Strong understanding of software development principles, systems, and technical concepts
- Ability to read and understand code across various programming languages is a plus
- Experience creating and maintaining Knowledge Base articles or other technical documentation
- Experience developing, implementing, and championing new processes and procedures
- Strong troubleshooting and problem-solving skills, with the ability to investigate issues independently
- Exceptional attention to detail and a commitment to consistently delivering high-quality work
- Strong organizational and time-management skills, with the ability to balance customer needs, competing priorities, and deadlines
- Process-oriented mindset with a willingness to identify opportunities for improvement and take ownership of projects
- Self-directed learner with a can-do attitude and a willingness to jump in and help wherever needed
- Strong communication and collaboration skills
- Ability to quickly develop a deep understanding of our shipping technology and use that knowledge to provide high-quality technical guidance and solutions to our customers
Benefits and Perks:
- Collaborate with a motivated team, directly tying your results to organizational success
- 22 days of PTO plus public holidays
- 401k Match
- Medical, Dental, and Vision Insurance
- Maternity and Paternity Leave
- This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area
- Compensation is based on experience
