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Support Engineer II



Other Engineering, Customer Service
United Kingdom · Remote
Posted on Saturday, July 6, 2024

The Customer Support Engineer which includes tech support, is a vital part of our customers' experience, happiness, and longevity. The CSE will be responsible for troubleshooting and resolving software inquiries from customers across multiple products. This position requires someone that operates with a high sense of urgency, has strong communication skills and an understanding of technology, and can manage client relationships.

The CSE role must be professional, solution-oriented, and driven to uncover the root cause of the problem. Must be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations. You must be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.

Objectives of this Role

· Assisting customers with product training and advice, including responding to technical customer support issues.

  • Providing overall technical support to customers and their teams before and after the sales process.
  • Learning customers’ setup, typical workflows, goals, and how they (can) use your products or services to better serve their tasks and goals.
  • Helping customers attain value from the products or services they’ve purchased, ideally assisting them in gaining more value than they anticipated.
  • Assisting sales and marketing with information about product specifications.
  • Monitoring common technical support questions and creating scripts for handling those support requests at scale.
  • Collaborating with cross functional groups like Professional Services, Product Management, Development and Cloud teams to address customer support tickets.