Technical Support Engineer
Skills
- Familiarity with web technologies: HTML, XML, JavaScript, REST APIs
- Experience with relational databases and SQL
- Experience configuring applications, user roles, and permissions
- Experience with Salesforce Service Cloud or similar CRM
- Basic scripting for testing and data analysis
- Understanding of cloud environments (Azure, AWS)
- Strong analytical, written, and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
Responsibilities
- Act as primary point of contact for customer inquiries via case and phone channels.
- Troubleshoot configuration, workflow, scripting, integration, and performance issues.
- Replicate reported issues in controlled environments and validate fixes with testing.
- Document reproduction steps, troubleshooting actions, and resolutions in Salesforce.
- Escalate complex defects to Backline Engineering, Product Management, and Cloud Operations.
- Own cases through resolution or proper handoff, providing timely updates and clear communication.
- Contribute to and maintain the knowledge base with solutions, FAQs, and process improvements.
- Participate in swarm sessions for widespread or critical issue resolution.
- Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
- Represent the voice of the customer and provide feedback on product usability and gaps.
Education
- Associate’s or Bachelor’s degree in Computer Science, IT, or related field preferred
- Or equivalent practical experience in technical support or troubleshooting
Benefits
- Annual base salary $65,000–$70,000 plus discretionary annual bonus target
- Flexible time off and remote work
- Comprehensive medical, dental, and vision plans
- Family planning benefits
- 401(k) retirement savings plan with company match
- Health Savings Account with company contributions and Flexible Spending Account
- Life, accident, and disability coverage
- Employee assistance programs and well-being benefits
- Business travel insurance
Average salary estimate
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