remote
Technical Support Engineer - kota
Software Engineer
Seeking a Technical Support Engineer to provide exceptional customer support and troubleshoot technical issues for a leading insurance and retirement benefits platform. Expertise in SaaS and API integrations is crucial.
About the role
Key Responsibilities
- Provide first-line technical support to customers via email, chat, and phone.
- Diagnose and resolve complex technical issues related to the Kota platform and embedded solutions.
- Collaborate with engineering and product teams to identify and escalate bugs and feature requests.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Assist customers with API integrations and data-related queries.
- Monitor system performance and proactively identify potential issues.
Requirements
- Proven experience in a technical support or customer success role, preferably in a SaaS environment.
- Strong understanding of troubleshooting methodologies and problem-solving skills.
- Familiarity with API concepts and experience supporting API integrations.
- Basic knowledge of SQL for data analysis and troubleshooting.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
Skills
customer supportsql