Senior Support Engineer supporting enterprise blockchain products at Validation Cloud. Troubleshooting infrastructure, monitoring systems, and improving customer support operations.
About the role
- Technical Support Engineer resolving customer issues across Branch’s mobile marketing measurement and deep-linking SaaS platform. Investigating SDK, analytics, attribution, API, and web troubleshooting problems.
Responsibilities
- Manage and resolve incoming technical support requests on the ticketing platform
- Provide high-quality technical assistance to Branch customers
- Investigate and troubleshoot complex issues and bugs
- Replicate issues and analyze logs to identify root causes
- Collaborate with Customer Success Management, Product, and Engineering teams
- Advocate for customer needs and ensure timely resolutions
- Meet or exceed deadlines and SLAs during high-volume periods
- Use Zendesk, Guru, Notion, and JIRA to document solutions
- Improve the internal knowledge base
- Learn new technologies and Branch product updates
Requirements
- 2+ years in a technical, customer-facing role
- Proven track record of providing amazing customer experiences
- Superior interpersonal skills
- Ability to translate complex technical concepts into clear, actionable advice
- Proficiency with SQL and APIs
- Hands-on experience using Chrome Developer Tools for web-based troubleshooting
- Ability to multi-task and manage a high volume of tickets without sacrificing quality or attention to detail
- Ability to learn new technology quickly
- Passion for solving intricate product and technical questions
- Nice to have: experience working with, building, or troubleshooting mobile SDKs or native mobile app code
- Nice to have: familiarity with JavaScript, HTML, and CSS
- Nice to have: prior experience in Mar-tech or a high-growth SaaS environment
Benefits
- Equity available for qualifying positions
- Health and wellness programs
- Paid time off
- Retirement planning options
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No Education Requirement
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