Technical Support Engineer

Our Customer Experience team is responsible for designing and delivering world-class experiences for our customers. We partner with our customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As a Technical Support Engineer, you are customer obsessed and show a strong sense of ownership and determination to get things done. In this role, you will serve as the bridge between Kustomer and the amazing people who use our product.

You’ll be responsible for:

• Mastering the Kustomer platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer issues
• Taking ownership of customer issues and seeing problems through to resolution
• Partnering with  customers to help them solve their unique and important problems while providing the best experience possible
• Researching, diagnosing, troubleshooting and identifying solutions to system issues
• Ensuring proper recording and closure of all issues
• Documenting technical knowledge in the form of notes, blogs, and KB articles for both internal and external audiences
• Providing step-by-step technical help, either written or verbal
• Empathizing with the customer’s perspective and providing the best solutions that are aligned with Kustomer’s core values
• Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce along with detailed troubleshooting steps
• Ad hoc client training on various features and capabilities of the Kustomer platform
• Participating in various team projects
• May involve handling sensitive personal data
• Available for shifts to ensure 24/5 coverage
• Available to work 3pm-12am PST, Sunday-Thursday
• Available for on-call rotation during the weekend

Your qualifications:

• You possess 1-2 years of experience in a similar role; experience with SaaS companies and startups a plus
• You have demonstrated understanding of the following languages: JavaScript, JSON, Rest API, HTML, React, and/or TypeScript but this does not mean you need to be a software engineer
• You have experience using developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software
• You are technically curious and strive to learn continuously. You enjoy problem solving and translating technical concepts across various customer profiles (Even if the problems aren’t well-defined, even if the usual solutions aren’t working, and even if it’s the fifth person you’ve helped solve that problem for today)
• You possess strong communication etiquette to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video meetings

Nice to have:

• Bilingual in Spanish is a plus
• You are actively learning about AI systems and Automation
• You are proficient with networking concepts such as TCP/IP, DNS, DHCP, and MX configuration