Description

We're looking for a customer-centric, technically savvy Support Engineer to be the front line of our customer experience. In this role, you'll work on cases, ensuring timely, empathetic, and effective responses to customer inquiries. You'll act as the voice of the customer, collaborating closely with Product and R&D teams to surface and prioritize feedback, bugs, and feature requests.

Beyond day-to-day support, you'll own and evolve our support documentation, contribute to onboarding and training efforts, and identify opportunities to streamline workflows and improve the overall customer journey. This role is ideal for someone who loves problem-solving, thrives in a fast-paced SaaS environment, and is passionate about delivering high-quality support that drives customer success.

Requirements

What you will do

• Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
• Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements-acting as the customer advocate throughout.
• Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback.
• Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume.
• Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
• Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
• Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.

Must-have requirements

• 3-5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
• Strong troubleshooting and problem-solving skills across web-based applications and integrations.
• Familiarity with REST APIs.
• Proficiency in networking concepts and protocols.
• Experience in browser dev tools.
• Proficiency in SQL.
• Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
• Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
• Familiarity with Kibana is a plus.
• Scripting is a plus.

At Zafran, people matter! We provide a robust benefits program that includes flexible PTO, health insurance plans (medical, dental, vision), a monthly stipend for phone and internet, 401k, flexible spending account, and a home office stipend when joining!

We also provide access to frontier AI models, including Claude, so every employee can work smarter, move faster, and build an AI-first career from day one.

If you're curious, fun, and someone who gets things done, we'd love to meet you