Technical Support Analyst (L2)

Customer Support and Problem Resolution

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.
• Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).
• Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
• Manage escalated tickets, offering detailed solutions or escalating further when necessary.
• Educate customers on product features to help them resolve issues independently when possible.
• We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones.

Documentation and Communication

• Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.
• Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.
• Pay close attention to detail and proactively address customer needs in all interactions.

Collaboration and Escalation

• Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.
• Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed.

Technical Analysis and Solutions

• Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed.
• Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.
• Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.
• Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools are considered strong assets for this role.

Customer Configuration Assistance

• Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Requirements

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
• Bachelor's degree in a relevant field (e.g., Computer Science, Computer Engineering, Software Engineering, Information Technology, or a related field) or equivalent professional experience.
• Availability on weekends as per business requirements.