Technical Support Engineer (L2/L3)
London
3 days per week in office
The client are seeking a dedicated and customer-focused Technical Support Engineer to join their team, who support a leading cloud-based Platform-as-a-Service (PaaS) solution. This role bridges technical troubleshooting and customer experience, making it ideal for someone with a background in Customer Success Management (CSM) or customer support.
In this role, you will be the first point of contact for our customers, providing prompt and effective support to resolve product-related inquiries. Strong communication and problem-solving skills are essential, as you will need to explain solutions clearly to non-technical users.
You will work closely with their enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems.
Day to Day
* Perform in-depth troubleshooting and handle the most complex client inquiries via their main support channels
* Manage and solve assigned cases by providing the best support solution given the client needs
* Investigate the root cause of issues by isolating the problem, searching application logs, and utilizing developer tools (Chrome Dev Tools, monitoring systems, database commands)
* Reference technical documentation and aid in building technical internal knowledge base content where gaps may be present
* Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution
* Develop regular reports to understand the health and quality of the platform
Your Experience & Skills
* 5+ years of experience in technical support, technical account management or similar role; B2B and SaaS product is preferable
* Experience with inspecting and diagnosing web-applications and/or mobile applications
* Strong understanding of and experience with REST APIs and/or GraphQL API
* Knowledge of Single Sign-on including OAuth, SAML, and SCIM
* Ability to reproduce customer issues, perform initial triage and file bugs with Engineering
* Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution