Senior Support Engineer

Position Overview:

SnippetSentry is seeking a talented Senior Support Engineer to join our growing team. This role is crucial for maintaining the high standard of support services we provide to our clients. The Support Engineer will handle technical support issues, manage support tickets, and ensure effective communication between the engineering and support teams. The role requires a blend of technical expertise, customer service skills, and the ability to communicate complex information in a clear and understandable manner.

The ideal candidate will have a solid technical background, excellent problem-solving skills, and a commitment to delivering exceptional customer service.

Key Responsibilities: 

• Customer Support: Respond to SnippetSentry customer support queries via email, phone, and live chat, ensuring timely and accurate feedback.
• Problem Solving: Identify, research, and resolve complex technical problems related to SnippetSentry products, as well as tracking and monitoring issues for timely resolution.
• Documentation: Maintain comprehensive documentation of all customer interactions and technical procedures. Create, update, and manage Knowledge-Based Articles (KBAs) to ensure they remain accurate and reflect the latest product updates and improvements. Regularly review and refine existing documentation to align with SnippetSentry's evolving features and customer feedback, ensuring all support materials are current, relevant, and valuable for users and the support team.
• Collaboration: Collaborate with SnippetSentry's technical teams to resolve customer issues and contribute to product improvement based on customer feedback.
• Training: Conduct training sessions for SnippetSentry users and create educational materials to enhance customer understanding and product use.
• Feedback Loop: Serve as the intermediary between customers and the technical team, ensuring clear communication and understanding of issues and solutions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least five years experience in technical support or a similar role, with a strong background in a SaaS environment.
• Ability to work from 9:00 am-5:00 pm EST, Monday through Friday.
• Strong analytical and problem-solving skills, with the ability to diagnose and address technical issues. Ability to understand distributed systems, cloud deployments, analyze logs, query databases.
• Familiarity with Javascript, NodeJS, and Docker is a plus.
• Comprehensive knowledge of support ticketing systems, especially Jira Service Desk, HubSpot Service Hub and communication platforms like Slack and Zoom.
• Excellent problem-solving abilities with a knack for diagnosing and resolving complex technical issues.
• Well-developed communication skills can explain intricate technical details to a non-technical audience.
• A proactive customer service approach dedicated to exceptional support and high client satisfaction.
• Experience in creating and maintaining technical documentation and knowledge-based resources.
• Familiarity with QA processes and the importance of integrated support and QA efforts in improving product quality.
• Excellent communication skills and comfortable in a high-pressure client-facing situation.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• 401K Plan
• Stock Option Plan