Technical Support Engineer

Serve as the point of contact for customer inquiries via cases or phone channels. Troubleshoot configuration, workflow, scripting, integration, and performance issues. Replicate reported issues in controlled environments and perform test validation to confirm behaviors. Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce. Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects. Own cases until resolution or proper handoff, ensuring timely updates and clear communication. Contribute to the knowledge base with new solutions, FAQs, and process improvements. Participate in swarm sessions to accelerate resolution of widespread or critical issues. Meet or exceed KPIs for response time, resolution time, and customer satisfaction. Represent the voice of the customer and provide feedback on product usability and gaps.