Technical Support Engineer Tier 3

Описание

As a Technical Support Engineer on the Tier 3 team, you will work with advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.

Responsibilities

• Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end
• Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
• Educating and upskilling Tier 2 teams by sharing insights, documenting learnings, and delivering trainings to bridge knowledge gaps and improve first-line resolution rates
• Identifying gaps and advocating for, or creating troubleshooting tooling as needed, to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible
• Performing root cause analysis, troubleshooting, and resolving issues using a variety of tools, datasets, and cross-functional collaboration
• Aligning closely with R&D teams to communicate recurring technical themes and suggesting improvements
• Reading and understanding code and writing occasional scripts to resolve complex customer issues
• Collaborating with R&D and Product Management to provide solutions and workarounds, and to implement product features or support tools that ultimately reduce the need for customers to submit tickets
• Mentoring and enabling support teams to improve technical proficiency and resolution capabilities

Requirements

• 4+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills
• Proficient in escalation/incident management and adhering to SLA timelines
• Experience in web application troubleshooting with the ability to quickly grasp new technologies and products
• Ability to read and understand code and write occasional scripts to resolve complex customer issues
• Experience with AI tools as a builder, specifically Claude Code
• Knowledge of SQL scripting and practical experience with APIs
• Familiarity with tools such as Coralogix, Datadog
• Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements
• Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities

Nice to have

• Experience with Gong

We offer

• Flexible hybrid work model
• Hybrid working model that combines working from home, on the go, or at the office