Technical Support Engineer

As a Technical Support Engineer at Chartbeat, you will be working directly with our client end users to answer their product questions and resolve their technical issues. You will primarily support customers via emailed support tickets (we use Zendesk), as well as over video conference calls. You will participate in the support on call rotation to monitor for urgent support issues such as platform outages. You will assist with knowledge capture by writing new documentation for our Help Center, and help train future new members to the support team during their onboarding. You will give accurate and timely responses to support tickets, write new and update existing technical documentation, and share users’ product feedback to Product and Engineering teams. You will also assist with the process of rolling out new products and features to our customers and demonstrate product curiosity and a passion to exceed client expectations.