We are looking for our first Tier 2 team member who will help support customers with technical issues. You will act as the escalation &consultation point of contact with our Tier 1 team. You will also help build policies, procedures, and collaboration between the Support team and teams like Customer Success, Product, and Engineering.
You're a support professional:
You're a support professional:
- At least 5+ years of experience in SaaS companies working in a technical support or support engineer role. Including experience in technical troubleshooting, research, documentation, and/or support engineer roles, documenting the user's experience, and determining the root cause of technical issues.
- You’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team, and case resolution.
- You’re experienced in writing support content.
- You have experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on.
- You have experience as a liaison between Support and Engineering.
- You're comfortable using support platforms such as HelpScout, ZenDesk, or Salesforce.
- Experience in analyzing support data to identify trends and priorities.
- Experience supporting Cloud and SaaS Applications and SSO.
- In-depth knowledge of and the ability to perform remote troubleshooting on MacOS and Windows.
- You have experience with event systems such as Amplitude, Mixpanel, or Segment.
Bonus points:
- You’ve been the first Tier 2 Support and have helped build and define the role and team.
- You have team lead experience.
- You have experience working with a small team
As a Senior Technical Support Engineer at CloudApp, you will,
- Help customers via email and occasional remote sessions to ensure they are successful with our product
- Work closely with the Engineering team to become a CloudApp product expert and serve as a technical advisor to the rest of the support team.
- Identify, document, and report bugs and customer feature requests to share with our Product and Engineering teams.
- Create and update documentation based on customer interactions, workflow changes, and product updates
- Have the ability to work autonomously, must be a self-motivated and self-starter who can initiate ideas and take ownership of work.
- Have the ability to learn new technologies quickly and thrive on technical challenges.
- Contribute to our overall working environment and culture, where expressing your thoughts and sharing your feedback is a part of your everyday.
- Have strong communication skills to partner with technical and non-technical stakeholders effectively in a remote environment.
- Capable of creating process, procedure documentation, and training users in complex topics.
- Work on specific mac, windows, and chrome issues along with our backend admins.
- Participate in our hiring processes by reviewing applications and assessments, and by participating in interviews.
- Suggest and implement improvements to Support workflows.
Interview Process
1. Apply via this job description
2. If you're a good match, we'll send you a few actual support requests CloudApp has received, and you'll draft written responses. We'll also ask you to share an asynchronous CloudApp video responding to a few additional role/workflow questions. This should take 30-60 minutes.
3. Interview with the hiring manager.
4. Interview with the team you would be working with.
5. Likely interview with colleagues you would collaborate and frequently interact with (Engineering/Product).
6. We make you an offer.