The Senior Support Engineer is a member of our Level 2 Support team. A Senior Support Engineer is expected to be able to independently take a complex technical issue and break it down into actionable troubleshooting steps which either result in the issue being resolved or in the issue being understood well enough to document for Product and Engineering to fix in cases where it is the result of a bug. Support Engineers oversee the curation of bug and feature request tickets, and manage problems and incidents from the CX perspective, so an extreme attention to detail, clear communication skills, and ability to understand scope and impact are essential when helping to translate customer feedback or reports into meaningful, actionable bug or feature request write-ups.

A successful candidate genuinely relishes troubleshooting and problem-solving complex puzzles and is committed to providing amazing customer support experiences, using skills that include building trust and defining the path forward, showing empathy and excellent communication to diligently manage and resolve challenging issues. This candidate also has exceptional communication skills and is proactive by nature.

Mastery of the Maze platform, services, and integrations will be essential. The Senior Support Engineer is expected to diligently troubleshoot, manage, resolve and/or escalate challenging technical issues assigned to them and to serve as a resource for other members of the CX team and Maze more broadly.

When not working tickets, Senior Support Engineers will proactively own and execute project work including technical documentation to review or write, internal macros to overhaul or improve, bug or feature request tickets to audit, new features to QA/test, training to prepare for new feature releases, or other miscellaneous efforts that would benefit our customers and our other staff.

Responsibilities:

• Directly respond to and engage qualified customer inquiries and requests via channels such as Zendesk ticketing, video conferencing, phone and social media. As the Support team is still relatively small, responsibilities may include handling of both Level 1 & Level 2 requests.
• Confidently and independently compare, analyze, prioritize, and escalate user requests to Product & Engineering teams with an exceptional level of accuracy.
• Directly engage and collaborate with Engineering & Product teams to quickly resolve customer issues or reported bugs.
• Proactively de-escalate unhappy customer situations and consistently alert internal stakeholders of escalations or accounts at risk to align on relationship management.
• Act as quality assurance for escalations and technical backbone and resource for CX teams.
• Regularly and consistently serve as a guide to teammates in CX and other Amazings in understanding complex problems in Maze, formulating, and executing actionable plans for resolving these problems.
• Take ownership of creating and maintaining internal and customer-facing technical documentation or building process improvements and advocating adoption by peers.
• Suggest and take point presenting on topics in team meetings to build skills and competencies on the team.
• Drive awareness and adoption of new features as they’re released by intentionally prescribing to customers the value they’ll extract aligned to their goals.

WHAT WE ARE LOOKING FOR

Location/Region: US or Canada (East)

Requirements:

• 4+ years customer-facing technical support or related experience
• You possess exceptional written and verbal communication skills.
• You’ve demonstrated Enterprise-level technical support experience, preferably in a SaaS B2B setting with a rapid pace of product development and emergent issues.
• Ability to think on one’s feet, learn a complex product inside and out, and discover creative methods to resolve and respond to customer issues through various technologies including email, social media, case updates, and video conferencing troubleshooting sessions.
• You have prior knowledge of design practices (UI, UX, research, user testing and experience working with one or more of the following prototyping tools: Figma, Adobe XD, Sketch)
• Demonstrated experience troubleshooting and documenting replication steps for complex technical issues, while collaborating with engineering to ensure resolution.
• Able to directly apply and educate others on best practice for troubleshooting front-end and back-end issues with web applications that use JS/TS, React, NodeJS or other similar technologies.
• Experiencing configuring and troubleshooting SSO implementations using SAML and/or OpenID Connect protocols.
• Ability to read and understand basic JavaScript, TypeScript, JSON, XML
• Experience using application logs or monitoring and analytics tooling to identify, analyze, and assess errors. e.g. Datadog
• Experience supporting, troubleshooting, and assisting with the development of integrations leveraging API; e.g. GraphQL, REST, SOAP, etc.
• Experience troubleshooting billing issues in Stripe and email delivery issues using Mailchimp, SendGrid or another similar platforms.
• Experience managing internal and external communications during major incidents, maintenance, and security incidents. e.g. familiarization with applications like Incident.io
• Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Salesforce Service Cloud, Help Scout, Crisp).

Optional Qualifications

• Previous Maze experience and familiarity preferred.
• GitHub experience preferred.
• Datadog experience preferred.
• Familiarity with Linear (or other product development tools like Jira) preferred