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Technical Support Engineer III
4 weeks ago
About the Role :
We are seeking a highly skilled and experienced Technical Support Engineer III to join our dynamic B2B SaaS support team. This role demands a technical expert who can effectively troubleshoot complex issues, provide exceptional customer service, and act as a trusted advisor to our enterprise clients. You will be instrumental in ensuring the reliability and success of our SaaS products through deep technical knowledge and proactive customer engagement.
Key Responsibilities :
- Serve as a senior escalation point for complex technical issues involving SaaS applications, integrations, and cloud infrastructure. Troubleshoot, diagnose, and resolve customer-reported problems with efficiency and accuracy.
- Work closely with Engineering, Product, and Customer Success teams to identify bugs, advocate for customer needs, and contribute to product improvements.
- Leverage in-depth knowledge of SaaS architecture and cloud-based integrations to guide customers through configuration, optimization, and troubleshooting.
- Utilize and manage customer support tools and platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and GetFeedback to track, prioritize, and communicate issues effectively.
- Partner with Customer Success Managers to ensure customers receive a seamless and proactive support experience, driving adoption and satisfaction.
- Create and maintain comprehensive technical documentation, FAQs, and support guides. Mentor junior support engineers and contribute to continuous team learning.
- Lead incident response and root cause analysis for critical issues, providing clear communication to stakeholders and customers during outages or disruptions.
- Provide expert technical support for telephony, dialer, and web conferencing platforms including Outreach, Dialpad, Genesys, 8x8 TalkDesk, 3CLogic, and Five9.
Required Qualifications :
- 7+ years of progressive experience as a Technical Support Engineer within a B2B SaaS environment.
- 5+ years in SaaS Customer Success, Support, or Services, demonstrating strong customer advocacy.
- Proven working technical knowledge of SaaS applications, cloud integrations (AWS, Azure, GCP), and modern SaaS architecture.
- Hands-on experience with customer support platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and feedback tools like GetFeedback.
- Bachelors Degree in Computer Science, Information Technology, or a related fieldor equivalent professional experience.
- Strong problem-solving skills with the ability to analyze complex technical issues and communicate solutions clearly.
- Exceptional customer service orientation and ability to manage challenging situations calmly and professionally.
