Job Description
🚀 About the Role
Join our Production Support team and play a vital role in delivering exceptional support to our customers. You will develop in-depth expertise in our product's features and configuration, enabling you to effectively address support inquiries, share valuable knowledge, and guide customers in resolving challenges. Collaborating closely with our Platform Engineering and Customer Success teams, you will contribute to issue diagnosis and ensure that critical customer needs are prioritized. This role offers a dynamic environment where you will encounter and solve new problems daily.
This position is an excellent opportunity for individuals looking to expand their technical skills, learn from experienced professionals, and gain practical experience within the digital intelligence domain. If you are a motivated individual with aspirations for growth into roles such as Software Development, Sales Engineering, or Customer Success, this could be a great starting point for your career journey.
🔧 Responsibilities
Address and resolve support inquiries from enterprise customers and internal teamsCollaborate with Platform Engineering and Customer Success to investigate and diagnose technical issuesRespond to support tickets within established service level agreement (SLA) timelines and provide regular progress updatesParticipate in customer meetings, as needed, to review the status of support ticketsCreate and maintain clear and concise documentation of solutions in our customer-facing knowledge base
💡 Requirements
You enjoy tackling challenges and working collaboratively with fellow engineers to explore solutions and determine the most effective approach.You recognize the value of learning from the experience of others.You possess a natural curiosity and are likely familiar with a range of technologies, demonstrating an aptitude for continuous learning and expanding your technical horizons.Bachelor's degree in Computer Science, Software Engineering, Information Systems, or equivalent practical experienceExperience with SQL, JavaScript, CSS, HTML, and ReactFamiliarity with a support ticketing system (e.g., Salesforce, Zendesk, Jira).Strong written communication skillsSolid understanding of the HTTP request/response cycleFamiliarity with modern CSS frameworks and librariesProven ability to manage and prioritize a significant volume of support tickets effectivelyCompensation: $72,000 - 93,000
