Customer Support Engineer

As a Customer Support Engineer on our Tier 2 Support Team, you will utilize your Salesforce configuration and technical knowledge to provide world-class support to our customers! Be a primary contact for customer technical support and display a high sense of urgency and ownership during customer interactions. Use Salesforce Service Cloud to triage, collect missing information, and respond to incoming support cases. Work directly with our customers to resolve their reported issues. Strong in relationship building/management with clients and internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, and Support). Prioritize your workload effectively with foresight and attention to detail. Ensure the Support team goal of “being an asset to our customers” is always met. Validate customer-reported bugs and create tickets in Jira. Assist with reporting issues and gaps found with customer-facing product documentation. Communicate clearly with management, customers, sales, and developers to ensure customer business requirements are translated accurately for proper troubleshooting assistance. Recommend product enhancements and new product opportunities to the Product team. Meet or exceed all customer and internal interaction metrics defined by the Director of Support.