Technical Support Engineer

3+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms. Demonstrated success providing support through Slack, live chat channels, and email. Proficient in real-time troubleshooting, including video conferencing and remote access. Excellent written and verbal communication skills. Self-starter with experience learning and working with a rapidly changing SaaS platform in an early-stage startup. Proven ability to work independently and manage multiple tasks efficiently.

Provide prompt, empathetic, and clear communication to help users resolve issues. Debug and troubleshoot complex technical problems across our platform. Meet KPIs for Support: response times, resolution times, and customer satisfaction scores. Identify patterns in support requests to address root causes and improve the product. Collaborate closely with engineering, product, and customer success teams. Share expertise, mentor teammates, and contribute to a knowledge base.