Customer Support Engineer

Posted 10 days agoViewed

💎 Seniority level: Proven experience in a technical support or similar role

📍 Location: United States

🔍 Industry: Digital health, mental health technology

🗣️ Languages: English

⏳ Experience: Proven experience in a technical support or similar role

🪄 Skills: Node.jsSQLData AnalysisGitREST APIReactTroubleshootingJSON

Proven experience in a technical support or similar role, preferably within a SaaS environment.
Proficiency in SQL for data analysis and troubleshooting.
Understanding of web development basics (HTML, Javascript, CSS), Git, Node.js, React, APIs.
Knowledge of REST APIs, SDKs, Webhooks, JSON structures.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
Strong analytical and problem-solving skills with attention to detail.
Experience with support/messaging platforms (e.g., Intercom, Zendesk, HelpScout) is a plus.
Experience working with mental health providers and/or a clinical background is a plus.

Analyze and troubleshoot complex customer issues within the software platform by reviewing system metrics, logs, and workflows.
Respond promptly and professionally to inbound customer support inquiries via email and chat.
Provide clear, actionable resolutions to customer problems while ensuring high customer satisfaction.
Document recurring issues and customer feedback for product improvement.
Design and optimize tools and processes to streamline support operations and identify automation opportunities.

Posted 1 day ago

📍 United States

🧭 Full-Time

💸 95000.0 - 120000.0 USD per year

🔍 Experience-based businesses software

Experience in a technical customer support role.
Solid technical background with proficiency in troubleshooting software and hardware issues.
SQL experience sufficient for querying and analyzing databases, with comfort in intermediate functions.
Excellent verbal and written communication skills to explain technical concepts to varied audiences.
Strong problem-solving and analytical abilities, with keen attention to detail.
Experience using customer support software or ticketing systems like Zendesk or Salesforce Service Cloud.
Ability to work in a fast-paced environment while multitasking and prioritizing effectively.
Empathy and patience in supporting customers.
Proven experience mentoring and supporting junior team members.
Flexibility for after-hours and weekend support when required.

Handle technically challenging tickets escalated from non-technical support teams.
Utilize internal tools to investigate and identify resolutions to customer issues.
Distinguish between bugs, incidents, product feedback, and UX improvements.
Provide accurate tailored solutions, proactive feedback, and feature requests to engineering teams.
Ensure clear communications with customers and stakeholders, maintaining timeliness and quality.
Identify and remedy common customer issues through a data-driven approach.
Mentor junior customer support members and promote knowledge-sharing.

SQLAnalytical SkillsDocumentationTroubleshootingTechnical supportCustomer support

Posted 1 day ago

Posted about 1 month ago

📍 United States

💸 80000.0 - 100000.0 USD per year

🔍 Intelligent automation technology

At least 2 years of experience working in L2 Technical Support, Professional Services, QA, DevOps or Development.
IT skills: operating systems (Windows & Linux), databases (MsSQL, Oracle), networking (OSI model, TCP/IP), algorithms, programming basics.
Experience in programming (C++).
Basic knowledge of other programming languages (Java or C#) is a plus.
Great analytical skills to troubleshoot software problems.
Good interpersonal and communication skills.

Resolve incoming Zendesk tickets from ABBYY B2B customers, predominantly via a web portal, sometimes via remote session.
Troubleshoot technical issues either on a virtual system or on a screen-sharing session with the customer.
Actively collaborate with teammates and colleagues from other departments to find solutions.
Write knowledge base articles to help customers even faster.
Follow documented procedures, guidelines, and policies.

SQLOracleC++LinuxTroubleshooting

Posted about 1 month ago

🔧 Requirements