Technical Support Engineer

3 weeks ago

Toronto ON, Canada Hour Consulting Full time

We are looking to hire Technical Support Engineers for 100 percent remote roles in North America for our client, a global technology company focused on Higher Education technology .

Their goal is to improve student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement. They are a global, enterprise SaaS company with 7M+ students in 25 countries actively using their platform. They are working with higher education institutions internationally across North America, Europe and the UK. They have a diverse and world class team and are looking for a Technical Support Engineer tous join their Customer Experience team.

Technical Support Engineers focus on

  • Manage and drive resolution of tickets with various priorities to meet SLAs

  • Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help their customers

  • Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue escalation

  • Identify the root cause of issues to drive a fix by collaborating with the engineering team

  • Timely follow up on the status of tickets with all stakeholders (internal and external)

  • Communicate with various stakeholders including product, engineering, and customer success teams as required

  • Identify and escalate priority issues that need immediate attention

  • Engage in regular product training sessions and contribute to the overall team's success

  • Involve in Zoom sessions/calls with internal and external stakeholders

  • Identify opportunities for a customer to increase product adoption

  • Represent the company for their customers, and advocate for their customers within the company

Qualifications

Individuals who are most successful in this role meet the following qualifications:

  • At least 2 years of related technical work experience (ex: development, support, etc)

  • Bachelor's or Master's Degree in Information Technology, Computer Engineering, or related field.

  • Excellence in technical communications with both technical and non-technical stakeholders

  • Ability to identify & prioritize customer issues while effectively handling multiple challenges

  • Prior experience working in a customer support team for a SaaS business with web applications and native apps,

  • Experience working with App Development teams (Apple Developer Account/ Google Play Console)

  • Strong technical aptitude, including the ability to troubleshoot and debug complex issues

  • Strong focus on customer satisfaction scores and excellent time management skills

  • Experience with software support & troubleshooting issues over zoom sessions

  • Experience working with platforms like Zendesk, Jira, Slack, and Notion

  • Working knowledge of software such as Postman, SQL, Sentry, APIs

  • Excellent communication skills, both written and verbal

  • Demonstrated technical skills or ability to quickly learn technologies

You are an ideal candidate if

  • Prior experience working in a customer support team for a SaaS business with web applications and native apps,

  • You're able to empathize with customers in a genuine way that lets them know you care about their issues,

What will make you stand out

  • Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.

  • Ability to learn new technologies quickly.

  • Resolving customer's problems is your passion,

  • You possess a strong sense of ownership to resolve issues on time

  • Having Higher Education / Student Affairs experience

  • You love talking to people and building relationships with your customers.

  • You enjoy troubleshooting and love technical challenges

What they offer

  • Remote-friendly work environment: Ability to work from anywhere in the EST

  • Generous paid vacation time

  • International environment with experienced colleagues who help you move forward

  • Health Benefits including health, dental, life , disability insurance and travel coverage

This role is remote anywhere in North America

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