Product Support Engineer

• Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts depending on business needs
• Process Level 3 support tickets and assist with chat volume as business dictates
• Assist with advanced technical escalations coming from Product Support Analysts (PSAs). Reproduce the issue and provide a feasible solution and/or workaround
• Takes ownership of SDK, OEM, and Platform issues - providing Subject Matter Expert (SME) level support with a designated area of expertise and general support for others
• Resolve or coordinate the resolution of SDK, OEM, and Platform issues with other internal teams or external application support teams where necessary
• Handle client escalations when issues need a call with customers or colleagues
• Ensuring issues are reported, tracked, followed up, and escalated timely
• Participate in the weekly Product Team meeting and share ideas or issues that require an immediate fix
• Participate in weekly and/or monthly reviews and refreshers for process improvement
• Conduct SDK, OEM, and Platform training for new team members and refresher training for tenured members of the Product Support team
• Identify improvement opportunities for the team. Completes projects as needed ensuring an optimal Customer Experience
• Update PSA Documents/Knowledge Base related to SDK, OEM, Platform items for team reference
• Work on a shifting schedule (morning, mid, overnight)
• Additional duties as necessary

• A Degree in Computer Engineering, Computer Science or Information Technology
• Minimum of 3 years of professional experience in Saas/iPaaS company providing exceptional Enterprise level Customer Support
• Advanced knowledge of integration/automation and AI technologies is a plus
• Advanced knowledge of business applications (e.g. Salesforce, Google Suites, NetSuite, ServiceNow, QuickBooks, QuickBase, Hubspot, Jira, Xero, Marketo)
• Excellent verbal and written English communication skills
• Exceptional team player with strong analytical, communication and interpersonal skills
• Excellent organization and time management skills
• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately
• Excellent client management, showing empathy and understanding
• Passion for coaching and helping others excel at their jobs
• Growth mindset, ability to iterate, and design-thinking approach to problem-solving
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• A passion for and belief in the power of automation to drive business value
• Passion for customer success - our Customers come 1st, 2nd, and 3rd
• The availability to work full-time and willingness to work on shifting schedule

Advanced knowledge of integration/automation and AI technologies

• vibrant and dynamic work environment
• multitude of benefits they can enjoy inside and outside of their work lives