Customer Support Engineer
New
F
FleetioFleet management software
Remote - USAFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position.
- Required Skills
- SQLGitOAuthRuby on RailsRESTful APIsJSON
Requirements
- 3+ years of experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position.
- Familiar with MVC (Model, View, Controller) design pattern.
- Experience navigating large/scaled codebases to understand back end API behavior or potential bugs.
- Experience testing API endpoints.
- Proficiency in troubleshooting and resolving issues with APIs, SAML, SSO, integrations, and data connectors.
- Familiarity or experience with Ruby on Rails.
- Experience with Git and GitHub.
- Familiarity with RESTful services, JSON, XML, OAuth, Python, and other web technologies.
- Experience with network protocols, authentication methods, and security protocols.
- Understanding of relational database concepts, and experience with SQL.
- Excellent written and verbal communication skills.
- Strong customer service orientation.
Responsibilities
- Act as the primary point of contact for advanced technical support and product-related inquiries from customers.
- Provide exceptional customer support through email and live customer calls.
- Demonstrate deep knowledge of product features, functionalities, and technical integrations (APIs, SAML, SSO, etc.).
- Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions.
- Investigate and analyze technical problems reported by customers, working closely with the product and engineering teams.
- Develop and maintain detailed technical documentation, including FAQs, knowledge base articles, and developer API documentation.
- Conduct in-depth training sessions for customers as needed.
- Collaborate with product development and quality assurance teams to relay feedback and suggest enhancements.
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