Senior Customer Support Engineer addressing high - severity technical escalations at Tailscale. Collaborating with engineering teams to resolve complex customer issues.
About the role
- Provide technical support for hospitality B2B SaaS platforms, troubleshooting client issues remotely. Collaborate with internal teams to resolve complex software problems.
Responsibilities
- Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
- Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
- Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
- Document all customer interactions and issue resolutions clearly and concisely.
- Develop and maintain a deep understanding of our software's features, functions, and best practices.
- Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
- Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.
Requirements
- At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
- Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
- Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
- Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
- Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
- Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
- Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.
- Highly Desirable:
- Experience with hospitality technology, including property management systems and interfaces.
- Strong familiarity with AWS CloudWatch
- Familiarity with RESTful APIs, JSON documents, and tools like Postman.
- Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
- Prior experience working for a B2B SaaS company.
- Background in hospitality combined with hands-on experience supporting technology users.
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