• Understand, troubleshoot, triage, and diagnose customer reported issues.
• Update customers and internal teams on progress of customer issues using their technical knowledge and unique solutions.
• Test and replicate customer issues as part of troubleshooting process.
• Work closely with engineering to resolve customer reported issues.
• Work closely with Customer Success to understand customer concerns and consistently deliver value.
• Work closely with Product Management to define new requirements and use cases from customer issues and feedback.
• Assist management in creating training materials for customers and team members.
• Advocate on behalf of customers internally to ensure positive experience.

• 5 years of technical support experience or other technical experience
• Experience supporting enterprise software systems in SaaS environments.
• 2 years Customer support experience
• Technical troubleshooting skills
• Experience with browser debugging and http error codes.
• Experience troubleshooting external dependencies.
• Experience with MongoDB and Microsoft Sql Server
• Experience with Rest APIs
• Experience with Authentication protocols: SAML, SSO
• Ability to read and understand JSON and XML
• Familiarity with Excel for managing reports.
• Strong analytical skills and ability to break up complex problems into individual issues.
• Ability to work independently and as a team player.
• A passion for excellent customer experience and a proven track record of putting customers first.
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to multi-task in a fast-paced environment

• Knowledge of security or compliance
• Experience managing Jira
• Bachelor's Degree preferred

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