Senior/Lead Technical Support Engineer
P
ParloaConversational AI
Remotely in MalaysiaFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5–8 years of experience
- Required Skills
- RESTful APIsTroubleshootingTechnical supportSaaS
Requirements
- 5–8 years of experience in a customer-facing technical support role, ideally within SaaS or enterprise technology environments
- Strong troubleshooting skills, with the ability to analyze issues and communicate solutions clearly to both technical and non-technical audiences
- Experience working with APIs, logs, and debugging tools
- Structured, data-informed approach to problem solving, using metrics to prioritize and improve outcomes
- Ability to thrive in fast-paced, evolving environments with a high degree of ownership and adaptability
- Strong collaboration skills and experience working cross-functionally with Product, Engineering, and Customer teams
- Experience coaching or mentoring others, contributing to team development
Responsibilities
- Own and resolve customer issues end-to-end, ensuring timely, high-quality responses and sustainable solutions.
- Act as an escalation point for complex technical challenges, working closely with Product and Engineering to drive resolution.
- Guide and educate customers on the effective use of the platform to help them unlock its full potential.
- Contribute to improving support processes, documentation, and best practices to enhance efficiency and consistency.
- Create and maintain runbooks, troubleshooting guides, and internal resources to scale team knowledge.
- Capture and translate customer insights into actionable feedback for Product and Engineering.
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