Technical Support Level 3 Engineer

The Role:

Reporting to the Director, located in California, you will provide advanced-level technical support, helping our customers integrate with client’s platform and work cross-functional with engineering, QA, DevOps, product management, sales, and customer success.

Providing technical support to clients, partners, and other technical support engineers as well as acting as the main point of contact between clients and internal teams.

Triaging, troubleshooting, and debugging complex customer issues via management tool, email, chat, and/or video conferencing.

Functioning as a technical expert and internal Support SME in at least one area of the product, with broad knowledge across the technology.

Creating technical documentation and updating client support knowledge base.

Building and utilizing complex lab setups to replicate and resolve problems.

Keeping a groomed backlog of cases and ensure that SLAs fo...