Product Support Engineer
il y a 7 jours
We are seeking a highly motivated Product Support Engineer to build and own our support function from the ground up. You will be the first dedicated hire focused on post-deployment support, responsible for responding to technical product queries, managing support processes, and ensuring a high-quality customer experience. You will work closely with our Solutions Engineering, Technical Account Management, and Customer Success teams, and report directly to the Head of Customer Success.
Key ResponsibilitiesOwn the support function: you will be responsible for answering customer queries across Slack, email, and ticketing channels, ensuring that we meet our support SLAs and maintain high satisfaction levels.
Triage and resolve technical issues: you will troubleshoot issues related to product configuration, API integrations, authentication flows, and more, escalating to SEs or Engineering when needed.
Document and scale: you will maintain and grow our internal and external knowledge bases, and turn frequently asked questions into clear, reusable documentation and processes.
Partner with implementation teams: you will work alongside Technical Account Managers during onboarding to ensure a smooth handover into post-go-live support.
Improve process and tooling when needed: you will be able to improve our actual support systems (Slack workflows, ticketing integrations, tagging, metrics tracking) and introduce AI where possible to reduce response times and manual work.
Be a customer advocate: you will represent the customer voice internally, flagging common product friction points and bugs to Engineering and Product, and contributing to roadmap prioritization.
Contribute to CS outcomes: you will collaborate with Customer Success Managers to ensure that technical blockers don't impact adoption, renewal, or expansion.
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il y a 7 jours
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