Associate Technical Support Engineer

Your opportunity
Are you ready to be a key player in our SaaS company, one that is setting the bar for technical innovation? As an Associate Technical Support Engineer, you play a critical role as the first point of contact for our customers. Not only do you have a passion for customer service, you have strong troubleshooting skills and the ability to think fast and prioritize. You feel a sense of pride and satisfaction helping customers and will work directly with them to answer questions, solve problems, and help them love our product.

What you'll do

• Efficiently and effectively triage a broad array of incoming (business and product) customer inquiries and route complex issues to the appropriate SME, putting the customer experience first
• Serve as a collaborative technical expert within the accounts and security specialty area for our Global Technical Support organization.
• Demonstrate connectedness and contribute to a supportive work environment
• Promote self-sufficiency through the creation and sharing of knowledge through multiple mediums and channels
• Be responsible for your own development, seek feedback from others, and continually build your organizational, support process, and product knowledge
• Identify recurring or systemic problems, and suggest ways we might continuously improve

This role requires

• Bachelor's Degree or code school experience
• You have general knowledge of Technical Support Engineering processes
• You have established troubleshooting skills, and can get creative when the answer is not obvious
• You have excellent written and verbal communication skills, and can effectively communicate across all levels
• You have experience collaborating across teams to solve problems
• You can articulate the importance of the customer experience, and are accountable for results
• You think critically with a propensity for continuous improvement
• You have ability to work EST hours: Generally 8am-5pm EST, Monday -Friday

Bonus points if you have

• Experience with Identity and Access Management
• Experience with New Relic products
• Experience with Salesforce Service Cloud
• You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.