Responsibilities

The Senior Customer Support Engineer will reproduce and debug customer issues by building or using existing test environments and tools, communicate tactfully with customers, gather information and provide diagnostic and resolution steps, convey process and product guidance, and follow up after issues are resolved. They will solve incoming technical support requests in a timely manner, including high-severity urgent cases, identify and communicate product usage trends, bugs, and feature requests, guide and mentor new team members, collaborate with Enterprise Account Managers, document and record all activity with customers, and help build out the scope of the team by contributing to product documentation, customer knowledge base, and best practices guides. Additionally, they will continuously improve process and tools in collaboration with the team and participate in periodic on-call rotation for production-down issues.