onsite
Technical Support Engineer - incident
Software Engineer
Seeking a Technical Support Engineer to assist customers with incident response platform issues. This role involves troubleshooting, problem-solving, and ensuring customer satisfaction with our AI-powered SaaS solution.
About the role
Key Responsibilities
- Provide exceptional technical support to customers using our AI incident response platform.
- Troubleshoot and resolve complex technical issues reported by users.
- Collaborate with engineering and product teams to identify and address product bugs and improvements.
- Educate customers on best practices for using the platform.
- Maintain accurate and detailed records of customer interactions and resolutions.
Requirements
- Proven experience in a technical support or customer-facing role, preferably in a SaaS environment.
- Strong understanding of incident management and response processes.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal abilities.
- Ability to work independently and as part of a team.
Skills
customer supportcommunication