Technical Support Engineer

As a Technical Support Engineer (TSE), you will assist customers, understanding that each is unique and needs careful listening. Your success is measured by your ability to act with urgency, thoughtful responsiveness, and the number of issues resolved. You will be required to work from 8AM to 5PM Eastern or Pacific Time. Being on the front lines of our support team, ensuring every customer inquiry is properly reviewed and handled with care. You'll use our established triage process to identify, categorize, and resolve complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation. Communicating with customers clearly, concisely, and professionally, both written and verbal, and striving to educate customers in ticket responses to ensure that they are getting the most out of our products. Working with Product Management and Engineering to identify, reproduce, inform on, and resolve defects. Participating in the team’s on call pager rotation, responding to operational incidents as needed Owning the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents.