Support Engineer

Responsibilities:

In this role, you will:

• BE AN OWNER: Use your strong technical and diplomatic skills to address customer

issues and provide customer feedback to Product and Engineering teams.

• WEAR THE CUSTOMER SHOES: Work with our customers' and partners' developers,

architects, and support personnel to resolve problems with potentially very costly and

far-reaching consequences.

• EMPOWER OTHERS: Collaborate with your teammates, the Product and

Engineering teams including filing JIRAs to report reproducible bugs.

• RUTHLESSLY PRIORITIZE: Be ready to assist our customers when they need us. This

position may require working an irregular shift, including the weekend/holidays (Shifts

are subject to change based on evolving team and customer needs).

Description:

PNACC (Phone Numbers and Account Administration) PSE (Personalized Support Engineer) PNACC PSE is primarily focused on Phone Number products and a minor focus on

Account related questions. They will deal with a generally high volume of tickets 30+ per day with a varying level of effort. Some need simple replies and others need more time investigating. Our work is primarily over Zendesk tickets, with SLAs ranging from 1hr to 3 hrs.

Our PNACC training takes about 2 weeks to get the new hire comfortable with common tickets, such as phone transfers and experience with our internal tooling. Training will help cover the majority of work, but being a self-starter to be proactive and research when the issue at hand

is new or different, will be critical to success. Although we will have team members willing to assist, we need each PSE to be autonomous to a degree to put the initial effort first to find the right information. The PSE will need to be able to navigate our internal Wiki and external

website to get the information needed to correctly execute the request. These sources have a large quantity of information, therefore, being organized will help you manage the different complexities you may face. Whats key for the PSE is to pay close attention to detail to the

customer request and not missing the specific asks. As our customers are the high value top tier customers who pay for our service, it's critical to communicate professionally and timely. Learning a variety of tools will be necessary to support the range of issues escalated by our

customers. The tools are primarily browser based, ranging our internal tools to 3rd party tools. Being comfortable learning and dealing with this variety will help the PSE handle the different issues they come across.

Required:

• Fluent in English language (both oral and written)
• 1+ years experience in a client-facing technical role, preferably the ability to understand and troubleshoot issues with cloud solutions.
• Supporting customers with service level agreements (SLAs), preferably in hours, utilizing a ticket system such as Zendesk.
• Excellence in task prioritization and evaluation of situational urgency.
• Advanced time management skills and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Ability to stand in the customers shoes and demonstrated dedication to the customer experience.
• Enthusiasm for interacting and collaborating with other departments within in your search for the solutions our customers need.

Desired:

• Coming from a technical background
• Experience working with top tier customers.
• Experience working with REST APIs.
• Experience working with JIRA, Confluence, Airtable and other project tools.
• Previous exposure or knowledge of products