Senior Technical Support Engineer

Quick Facts

• Customer Success / Technical Support role in a B2B SaaS environment
• Own technical case handling and act as a bridge between Support, Success Architecture, and Engineering

Description

You’ll manage a support queue and resolve Salesforce/Qualified product issues through channels like live chat, email, and video calls. You will support Success Architect calls as a deep technical resource, collaborate with engineering to diagnose and triage operational problems and bugs, and help translate customer feedback into actionable product insights. You’ll also participate in incident response and improve documentation, processes, and the knowledge base.

Responsibilities

• Manage and resolve product-related support cases in a timely manner
• Answer customer questions via live chat, email, and video calls
• Provide technical support to the Success Architect team during customer calls
• Diagnose, debug, and report operations-related problems; investigate and triage bugs with engineering
• Work with product to understand, prioritize, and implement customer feedback into product roadmap inputs
• Improve documentation, processes, and knowledge base with proactive suggestions
• Support incident response with critical communication to customers and internal teams
• Assist leadership in improving the speed and efficiency of customer operations strategy and experience

Requirements

• 5+ years of experience providing support in a B2B SaaS company
• Bachelor’s degree required
• Ability to explain complex product features to technical and non-technical users with empathy and technical expertise
• Extensive knowledge of Salesforce CRM
• Working knowledge of marketing automation systems (Marketo, Pardot, HubSpot, Eloqua)
• Working knowledge of JavaScript and API errors
• Knowledge of web technologies (website architecture, custom forms, UTM parameters)
• Knowledge of platform technology (email services, LLM)
• Strong interpersonal, communication, and writing skills
• Passion for customer success; persistent and analytical problem-solving

Benefits

• Time off programs
• Medical, dental, vision, and mental health support
• Paid parental leave
• Life and disability insurance
• 401(k) and employee stock purchasing program