Senior Support Engineer supporting municipal software used by 1,300+ local governments. Diagnosing issues, improving documentation and AI support, and building trusted clerk relationships.
About the role
- Technical Support Engineer supporting clients with cybersecurity solutions through customer communication. Managing customer expectations and liaising with Engineering and Sales teams to resolve issues.
Responsibilities
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Provide troubleshooting and debugging of customer problems.
- Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
- Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Be a part of the on-call rotation for the assigned product team.
Requirements
- Bachelor’s degree preferred in a related technical field.
- 5 years in enterprise software customer support and/or IT related support.
- Proficient knowledge of Windows based Desktop and Server OS
- Proficient knowledge of Mac OS (preferred)
- Strong dedication to customer care.
- Strong team interaction skills.
- Excellent verbal and written communication skills, in person, by telephone, and with large teams.
- Ability to understand and analyze customer technical needs.
- Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.
Benefits
- Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.
- We take care of our employees so they can take care of our customers.
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