Production Support Engineer - West

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Requirements:

• 1+ years of experience in a customer-facing technical support role.
• Bachelor’s Degree in Computer Science, Software Engineering, Information Systems, or equivalent technical training.
• Proficiency in SQL, JavaScript, CSS, HTML, and React.
• Familiarity with Modern CSS Frameworks and Libraries.
• Solid understanding of the HTTP Request/Response Cycle.
• Experience with support ticketing systems (Salesforce, Zendesk, Jira, etc.).
• Excellent written communication skills.
• Ability to professionally manage conflict or challenging situations with enterprise customers.
• Experience with Knowledge Centered Support methodology.
• Capacity to manage a large volume of tickets efficiently.

Responsibilities:

• Research and resolve support inquiries from customers and internal stakeholders.
• Lead live troubleshooting sessions with customers using screen sharing technology.
• Ensure timely response to tickets within SLA required timelines, providing regular updates.
• Attend customer meetings as needed to provide status updates and explanations.
• Document solutions in the customer-facing support Knowledge Base.