Senior Support Engineer - East Coast

Your Mission

You are a Sr. Support Engineer that thrives on technical challenges and providing top-of-the-line technical Customer Support, with a focus on helping customers accomplish their goals. An exceptional work ethic is second nature to you, and you welcome a certain level of ambiguity. You enjoy figuring things out and take great pride in reaching creative solutions.

You are well-rounded in written and verbal communication, yet quick and efficient with your time — applying ruthless prioritization to focus on the most impactful issues first. Documentation gaps don’t scare you, and you are always seeking to improve your own experience and that of your customers. First and foremost, you want to leave things in better shape than you found them.

Your technical acumen is solid, but you aren’t expected to be an expert in everything FOSSA, open source, or the various technologies we employ. First and foremost, you have a demonstrated ability to learn in a self-guided way and are always looking to improve your skills.

Finally, you are a true team player. You want to partner with all parts of FOSSA, including Technical Services / Customer Success, Sales, Marketing, Product and Engineering to drive the kinds of outcomes that make FOSSA and our customers better. You have a nascent passion for open source and what it stands for in furthering software development and ultimately human advancement. You don’t ever give up and embrace adversity while approaching difficulties head-on.

Responsibilities (What you’ll do)

• Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week)
• Own a backlog of customer support tickets (currently ~100 per agent), providing frequent updates to customers and negotiating priority with engineering
• Think and act “customer-first”, collaborating closely with all key parts of FOSSA
• Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system
• Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization
• Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)

Qualifications (What you’ll bring)

• 2-5 years experience in supporting a SaaS B2B enterprise product
• Able to work independently
• Able to work flexible hours to accommodate customer needs (occasionally being available early morning or late evenings depending on timezone, FOSSA services a global customer base with most customers located between US EST and US PST)
• Strong written communication skills, focused crafting clear, empathetic, and explain technical concepts in simple terms.