Remote Senior Support Engineer

Description:

• The Senior Support Engineer at SnippetSentry will be responsible for responding to customer support queries through email, phone, and live chat, ensuring timely and accurate feedback.
• They will identify, research, and resolve complex technical problems related to SnippetSentry products, tracking and monitoring issues for timely resolution.
• The role involves maintaining comprehensive documentation of customer interactions and technical procedures, updating Knowledge-Based Articles (KBAs), and collaborating with technical teams to resolve customer issues.
• The engineer will conduct training sessions for users, create educational materials, and serve as the intermediary between customers and the technical team for clear communication and issue resolution.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum five years of experience in technical support or a similar role, preferably in a SaaS environment.
• Availability to work from 9:00 am-5:00 pm EST, Monday through Friday.
• Strong analytical and problem-solving skills, with the ability to diagnose and address technical issues, understand distributed systems, cloud deployments, analyze logs, and query databases.
• Familiarity with Javascript, NodeJS, and Docker is a plus.
• Proficiency in support ticketing systems like Jira Service Desk, HubSpot Service Hub, and communication platforms such as Slack and Zoom.
• Excellent communication skills to explain technical details to a non-technical audience and provide exceptional customer service.
• Experience in creating and maintaining technical documentation, knowledge-based resources, and familiarity with QA processes.
• Comfortable in high-pressure client-facing situations.

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home option
• 401K Plan
• Stock Option Plan