Support Engineer

Support Engineer


Support Engineer

Details of the offer

The Support Engineer is a team member within the Brightmetrics Support Engineering Team and will contribute primarily to the daily operational delivery of efficient and effective support engagement for the end customer users, companies, and Channel Resellers and Partners through service of user request tickets, as well as contributing to product education assets. The Support Engineer will work standard business hours of the Pacific time zone covering support requests received from 8 am to 5 pm (PST/PDT), providing best-in-class customer service. Support Engineers also contribute to delivering new (and updated) knowledge base content (?Help Center? articles), user tips content for email and in-app messaging, and tutorial videos. The Support Engineer reports to the Support Engineering Manager.
Roles and Responsibilities:
Support Engineering:
Know how to use Brightmetrics inside and out
Provide direct customer support for inbound requests from tickets submitted by customers via the Customer Support portal and email
Assist customers with simple configuration updates
Engage with the customer primarily via email, or additionally on the phone, or web conference ? if necessary/expedient
Use of systematic methods to triage, research, diagnose, and provide workarounds or solutions to both technical and functional issues with the product
Triage issues to the rest of the organization: relay bug reports to the Engineering team, share feature requests with Success/Engineering, provide feedback on the most common problem areas
Be the primary team member responsible for customer support inbound requests for Pacific time zone business hours (8 am ? 5 pm PST/PDT) with specific priority to cover breaks for Central and Eastern team members (9am-11am PST/PDT) and the gap from their close of business (2 pm ? 5 pm PST/PDT)

Product Education:
Design and execute projects for self-service content, including:
Help Center articles
Short overview and tutorial videos describing how to use the product for various use cases
Hints, tips, tricks type of content to refresh email campaigns and in-app messaging
Assist with walk-through software tools to be implemented within Brightmetrics
Assist in preparing release communications with screenshots and explanations of how to use new features

2+ years of technical support and service experience
Experience working in cloud-based service and technology environment strongly preferred
Excellent customer relationship andcommunication skills; written and verbal
Excellentproblem solvingandlisteningskills
Strongattention to detail, goal-oriented, and self-motivated
Must beable to prioritize and multi-taskwith special attention to detail andfollow-up
Highly responsiveand are personally motivated to ensure that communications to the customer are provided as soon as possible
Hands-on,self-directed professionalwho plans, prepares and executes professionally
Ability to provideenergetic and interactiveproduct user training
Ability to listen to customer problems and tailor training to exhibit optimal solutionsusing the Brightmetrics service based on the customer use case
Ability towork well with limited supervisionand with limited resources

Ability toalways be friendly and professional, even when customer expectations may seem unreasonable
Job Type: Full-time
Salary: $60,000.00 to $70,000.00 /year
Technical Support: 2 years (Required)

Work Location:
One location

Health insurance
Dental insurance
Retirement plan
Paid time off
Vision insurance

Source: Jobsxl


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