Senior Technical Support Engineer (SaaS/ Technical Product Experience)

Job Summary: We are seeking a highly skilled Senior Technical Support Engineer with extensive experience in the SaaS/Technical Product industry.

The ideal candidate will have a strong background in DevOps tools like Jenkins, Docker, and CI/CD, as well as the ability to read and understand object-oriented programming (OOP) code.

This role involves providing advanced technical support, troubleshooting complex issues, and collaborating with development teams to enhance product functionality and customer satisfaction.

This position offers two days remote per week after 90 days.

Responsibilities:

Advanced Technical Support:

Provide expert-level technical support to customers, resolving complex issues related to SaaS/technical products.

Diagnose and troubleshoot problems using a variety of tools and techniques, ensuring timely resolution.

Act as an escalation point for junior support engineers and handle high-priority tickets.

DevOps and CI/CD:

Utilize DevOps tools such as Jenkins and Docker to support continuous integration and deployment processes.

Assist customers in setting up and configuring CI/CD pipelines to streamline their development workflows.

Collaborate with DevOps teams to improve and automate support processes.

Code Understanding and Analysis:

Read and understand object-oriented programming (OOP) code to diagnose issues and provide accurate solutions.

Work closely with development teams to understand product architecture and contribute to code reviews when necessary.

Develop scripts and tools to automate common support tasks and improve efficiency.

Customer Engagement and Communication:

Engage with customers through various channels (email, phone, chat) to provide exceptional support and guidance.

Document issues, solutions, and best practices in a knowledge base for internal and customer use.

Conduct training sessions and webinars to educate customers on product features and best practices.

Product Improvement and Feedback:

Gather and analyze customer feedback to identify product issues and areas for improvement.

Work with product management and development teams to prioritize and implement enhancements.

Participate in product testing and provide input on new features and updates.

Technical Documentation:

Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and user manuals.

Ensure documentation is up-to-date and accessible to both internal teams and customers.

Full Time