remoteonsite
Technical Support Engineer I - Eightfold
Software Engineer
Entry‑level Technical Support Engineer providing first‑line assistance for an AI‑powered SaaS talent intelligence platform, handling incident resolution, data queries, and customer communication using ticketing tools and SQL diagnostics.
About the role
Key Responsibilities
- Respond to inbound customer inquiries via email, chat, and ticketing system, delivering timely and accurate solutions.
- Diagnose and resolve technical issues related to the SaaS talent intelligence platform, including data retrieval, integration errors, and UI problems.
- Execute SQL queries to investigate data inconsistencies and support customers in generating reports.
- Document troubleshooting steps, known issues, and resolutions in the knowledge base to improve team efficiency.
- Collaborate with product and engineering teams to escalate complex bugs and provide feedback for product enhancements.
Requirements
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Strong problem‑solving skills with the ability to diagnose issues in a cloud‑based SaaS environment.
- Proficiency in SQL for data extraction and analysis.
- Excellent written and verbal communication skills, with a customer‑focused attitude.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and basic knowledge of Linux/Windows operating systems.
Skills
customer supportsql