What are the responsibilities and job description for the Application Support Engineer position at Sequoia?
What You Get to Do:
We are seeking a motivated and detail-oriented Application Support Engineer to join our dynamic team. In this role, you will primarily be responsible for managing and resolving customer support tickets within Salesforce, ensuring timely and effective communication with customers. You will work cross-functionally with other teams to identify, troubleshoot, and resolve issues, contributing to overall customer satisfaction. SQL knowledge is preferred to help analyze and resolve technical queries
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Candidates must have strong customer service skills and some technical background. Manage and resolve customer support tickets, ensuring timely responses and resolutions.
- Collaborate cross-functionally with development, QA, and product teams to diagnose and resolve customer issues.
- Analyze and troubleshoot application issues, working to identify root causes and provide appropriate solutions.
- Escalate complex issues to relevant teams as needed while maintaining ownership of the customer relationship.
- Ensure accurate documentation of issues, resolutions, and communications.
- Provide feedback to product teams based on customer interactions and pain points.
- Contribute to the creation and maintenance of internal knowledge base and documentation for commonly encountered issues.
What You Bring:
- Bachelor’s Degree
- 5 years of professional experience
- 1 year of customer support experience in a technical or application support role.
- Familiarity with support ticketing systems (Salesforce experience preferred).
- Basic knowledge of SQL for troubleshooting and resolving technical issues.
- Strong problem-solving skills with the ability to communicate technical concepts to non-technical users.
- Excellent verbal and written communication skills.
- Ability to work cross-functionally and maintain strong relationships with other teams.
- Ability to deal with difficult and demanding customers, and work calmly and professionally under pressure.
- Experience working in a SaaS environment.
- Familiarity with software development lifecycles and workflows.