Associate Technical Support Engineer

What you'll do:

• Resolve any customer technical issues through diligent research, reproduction, and troubleshooting 
• Assist in reducing support load by writing and reviewing on-line support materials (FAQ's, How-to’s, Whitepapers, and KB's), sharing best practices, and proactively identify improvements to drive adoption. Will be identified as a key contributor to content.
• Accurately document and update tickets in the tracking systems. 
• Maintain communication with the customers on the status of all open tickets
• Proactive follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions.
• Properly escalate unresolved issues to appropriate technology teams
• Provide coaching and mentoring to lower level Technical Support Engineers.
• Work the queues, take calls when the business dictates.
• Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue

What you'll bring:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2-3 years experience in a technical, customer-facing role
• Experience or familiarity with providing support for SaaS-based applications, involving Single Sign-On (SSO), Secure File Transfer Protocol (SFTP), and Public Rest APIs.
• Ability to read log files and JSON payloads
• An understanding of data connectors
• Excellent interpersonal communication and customer service skills
• Ability to manage multiple high visibility customer issues, some of which may be escalated with urgency.  
• Ability to work well with escalation management and cross-functional teams on multiple escalated issues.