Support Engineer

About the role

As Support Engineer, you will be the link between R&D and the customer-facing teams, making sure technical issues are tracked, prioritized and resolved quickly so that Customer Success Managers (CSMs) always have the answers they need. The role is split into three parts: internal orchestration (70%), workflow development (20%) and direct CSM support (10%).

Key responsibilities

• Attend R&D team meetings to stay up to date on product developments and known issues.
• Act as technical liaison between engineering and customer-facing teams, and coordinate escalation workflows between CSMs and engineering.
• Track and prioritize technical issues across the customer base.
• Design and implement standardized support processes, including documentation templates and knowledge base materials.
• Establish SLA frameworks and escalation protocols, and build reporting dashboards for support metrics.
• Provide technical guidance to CSMs on complex issues, help with technical aspects of customer onboarding, and help prepare technical responses to customer inquiries.
• Update customers directly through the support channel so CSMs are not blocked on quick responses.

Required profile

• 6+ years of experience in technical support or operations.
• Previous experience working in US business hours.
• Previous experience in a start-up environment.
• Customer-obsessed mindset focused on internal client success.

Required skills

• Understanding of software development processes (expert-level coding not required).
• Experience with support tools and ticketing systems.
• Strong documentation and process creation abilities.
• Excellent communication skills for cross-team collaboration, and ability to explain technical concepts to non-technical stakeholders.