Support Engineer

ChartHop
Full time saas zendesk Support Engineering
DevOps and Sysadmin
United States
Hiring from: Anywhere

What you’ll be doing



  • Taking ownership of support queue for SMB to enterprise customers

  • Handle and triage front-line support requests from customers, escalating and coordinating with Support Management/Engineering when necessary, including on-call support schedule\n- Handle customer communications during incidents, defect tracking, bug reporting, feature requests

  • Assist with QA and release coordination with Engineering and Product

  • Project manage implementation and work with Customer Success with newly signed customers

  • Help improve internal and external documentation


Nice to haves


  • BS degree in relevant field

  • Deep understanding with third-party integrations, API, and MongoDB infrastructure

  • Experience with DataDog, SumoLogic, and Clubhouse

  • Experience with on-call scheduling for system issues/scheduled maintenance


Requirements


  • 3+ years of technical support in Saas or related company

  • 3+ years in client communications with SMB to enterprise customers

  • Hands-on experience with Zendesk, Google Suite, PagerDuty, GitHub, and Slack

  • Desire to work in a startup

  • Desire to work with clients via on-sites and other channels


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