What are the responsibilities and job description for the Technical Support Engineer position at Kixie?
At Kixie, we’re on a mission to empower sales professionals with a powerful, all-in-one sales engagement platform. Our solution seamlessly integrates with CRMs to streamline workflows, increase efficiency, and drive better results. With features like automated outreach, real-time insights, and robust reporting, Kixie helps sales teams connect, communicate, and close deals faster than ever.
Behind our cutting-edge product are the individuals who drive it forward. We pride ourselves on fostering a collaborative, innovative, and supportive environment, where every team member’s contribution is an impact to our success! If you're someone who thrives on challenges, finds joy in solving meaningful problems, and seeks to help shape the future of sales engagement - Kixie is the place for you!
We’re looking for a Technical Support Representative who can confidently tackle our more technical inbound inquiries — APIs, webhooks, firewalls, error logs, and bug replication. You’ll be the go-to for complex issues, helping customers get quick, clear answers while keeping things running smoothly. If you’re a self-starter with solid technical instincts, strong communication skills, and the drive to learn fast and work independently, we’d love to chat.
\n- Serve as the first line of contact for customer issues via phone, email, and chat, ensuring timely and empathetic resolution.
- Troubleshoot and diagnose technical problems across APIs, integrations, and telephony systems, escalating when necessary.
- Collaborate with Engineering, Product, and Customer Success to resolve issues and surface product insights.
- Create and maintain support documentation, FAQs, and learning resources to scale customer enablement.
- Lead customer trainings, screen shares, and workshops to drive adoption and success.
- Identify recurring issues, trends, and feature requests to inform product improvements.
- Help improve internal support processes and automation for greater efficiency and consistency.
- Proven communicator with empathy and patience across phone, email, and chat.
- Strong analytical and problem-solving skills; able to break down and resolve complex issues.
- Experience with CRM platforms (Pipedrive, Salesforce, HubSpot) or similar tools.
- Solid understanding of web technologies (APIs, webhooks, HTTP, JSON) and comfort using diagnostic tools (Postman, browser console, logs).
- Comfort working with data and interest in learning tools like Omni/Looker to inform decisions and measure performance.
- Prior experience in a technical support, IT, or software-related role, or equivalent technical education/training.
- Tech-savvy and quick to learn new systems (experience with SaaS integrations or telephony/VoIP is a plus).
- Familiarity with ticketing systems (e.g., Zendesk, Intercom) and documentation best practices.
- Growth mindset and proactive in improving processes and customer experience.
- Bachelor’s degree or equivalent technical background preferred.
- Comprehensive medical, dental, and vision insurance
- Unlimited paid time off (PTO), sick leaves, and paid holidays
- A pet-friendly office so your furry friends can be part of your workday
- Complimentary parking in our secure garage
- Opportunities to learn everything there is to know about tech startups and developing your CS skills
- A collaborative, dynamic, and supportive team environment!
Salary : $68,000 - $75,000