Technical Support Engineer - Ursus, Inc.

SUMMARY:

As a Technical Support Engineer, you will be the go-to expert for our customers, resolving technical issues and ensuring their success with our platform. You will collaborate closely with the product, QA, and engineering teams, providing critical feedback and working on automation projects to enhance our operational efficiency.

RESPONSIBILITIES:

- Provide timely and professional technical support to Fortune 500 customers through various channels (email, phone, and live chat).

- Troubleshoot and resolve customer issues, collaborating with engineering as needed for escalated cases.

- Participate in quality assurance (QA) processes, including testing new product features, identifying bugs, and contributing to product improvements.

- Lead and contribute to customer operations automation initiatives to streamline support workflows and improve operational efficiency.

- Document support processes, known issues, and solutions to enhance the internal knowledge base and customer self-service resources.

- Collaborate with cross-functional teams, including product management, development, and customer success, to ensure customer satisfaction and platform stability.

- Stay current with product features, industry trends, and best practices in cloud technologies and SaaS support.

- Participate in scheduled on-call rotations to ensure prompt resolution of critical issues during off-hours.

QUALIFICATIONS:

- Strong technical aptitude with a proven ability to learn new technologies quickly.

- Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical stakeholders.

- Previous experience in a technical support, QA, or related role is preferred.

- Familiarity with serverless architectures, APIs, AWS, SQL, GraphQL, Node.js, and Python.

- Experience with troubleshooting, interpreting system logs, and scripting.

- Ability to work in a fast-paced environment, managing multiple priorities with minimal supervision.

- A customer-first mindset with a strong focus on delivering high-quality support.

- Problem-solving and analytical skills with a proactive approach to identifying potential issues before they impact customers.

- Experience with enterprise-grade applications, including scalability and integration with legacy systems.

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