Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.
About the role
- Technical Support Specialist delivering exceptional customer experiences by providing expert technical troubleshooting for a SaaS platform.
Responsibilities
- Deliver exceptional customer experiences by providing timely and effective technical support.
- Proactively diagnose and resolve complex technical issues, ensuring minimal disruption to customer operations.
- Utilize advanced troubleshooting methodologies and tools to identify and resolve root causes.
- Actively listen to customer concerns and demonstrate empathy, ensuring a positive and professional interaction.
- Communicate technical information clearly and concisely, translating complex concepts into easily understandable terms for non-technical users.
- Document troubleshooting steps and solutions for knowledge sharing and future reference, contributing to our knowledge base.
- Analyze customer feedback and support data to identify trends and areas for improvement, proactively addressing potential issues.
- Collaborate with cross-functional teams (e.g., engineering, product) to escalate and resolve complex issues.
- Maintain a deep understanding of our products and services to provide accurate and effective support.
- Drive customer advocacy by consistently exceeding expectations and fostering a culture of customer-centricity.
- Provide training and guidance to customers on best practices and product usage.
- Manage customer expectations and provide regular updates on issue resolution progress.
Requirements
- Proven experience in technical troubleshooting and customer support for a technical SaaS platform
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills - both written and on video calls.
- Ability to work independently and as part of a team.
- Experience with customer support software/ticketing systems.
- Demonstrated ability to maintain composure under pressure.
- A passion for providing exceptional customer service.
- Ability to learn and adapt to new technologies quickly.
- Bonus Skills
- Worked in the Devops or Software development space
- Some familiarity with APIs and basic scripting
- Highly proficient with Slack and GSuite
Benefits
- Competitive salary
- Equity
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Support Engineer III resolving complex software issues and building Zendesk automations. Supporting Blackpoint Cyber’s cybersecurity threat hunting, detection, and remediation platform.
Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.
Bilingual Technical Support Specialist troubleshooting YOVU’s VoIP platform for Canadian business clients. Translating technical content and supporting French - language Quebec deployments.
Technical Support Agent managing Desjardins caisse IT systems, equipment, security, and user support. Hybrid role handling platform administration, troubleshooting, deployments, and technology upgrades.
Technical Analyst troubleshooting TrueContext SaaS forms, mobile apps, APIs, and integrations. Supporting field technicians through customer ticket resolution and incident response.
Technicien en soutien informatique pour TEHORA, firme québécoise de services techniques et de gestion de projets. Assurer le soutien Microsoft 365, Windows, VPN et comptes utilisateurs au Québec.
Senior IT Support Analyst providing onsite and remote support for Marsh colleagues across Canadian offices. Troubleshooting devices, applications, networks, and office technology infrastructure.
Application Support Analyst troubleshooting Duck Creek’s insurance software applications. Monitoring performance, resolving incidents, and supporting updates for Canadian employees.
Business Systems Technical Analyst supporting ERP, WMS, SQL, and integrations for Sunrise Farms’ food manufacturing operations. Translating business requirements into reliable enterprise technology solutions.