Work Setup/ Schedule: Hybrid/ Nightshift Office: Eastwood About This Position The Technical Support Engineer will report to the Senior Manager of Customer Support and will be responsible for resolving incoming issues reported by our customers related to their use of the platform and for working directly with customers to promote their ongoing optimal use of the platform. This person will be responsible for inbound email, chat, and phone support to maintain defined service level agreements and to ensure customers are productive and happy. Responsibilities Respond to and resolve incoming technical and application support issues from customers Create custom reports using our reporting tool (e.g. add columns or filters) as requested by customers Develop strong relationships with account managers to understand individual account needs and use cases Effectively translate customer complaints to engineering via high quality ticket documentation with supporting account details. Track resolution of escalated customer issues Suggest and implement new procedures to improve customer service Publish new and improved knowledge articles for internal and external audiences as well as self-serve guides to reduce support cases Update knowledge and skills for changes with new product functionality Who You Are Passionate about customer service and showing empathy for the customer Strong written and verbal communication skills Ability to collaborate both internally and externally to resolve customer issues in a timely and effective manner Comfortable with fast-paced, high-growth startup environment Enjoying learning, taking on new challenges, and being part of a cross-functional team Requirements 3+ years of experience working in a technical, customer-facing role in B2B/SaaS technology Solid understanding of Zendesk (required) and Jira to document customer interactions, flag risks, and submit requests via tickets to engineering org -preferred Solid understanding of SQL and experience with popular reporting tools (eg. Tableau, PowerBI, etc.) -preferred Solid understanding of web application technologies (HTML, JS, CSS, XML) -preferred Proven problem-solving abilities including documenting solutions or workarounds Meticulous organizational and record-keeping skills Must be amenable to a hybrid setup, nightshift, at our Eastwood QC office