Support Engineer

We’re looking for a world-class support engineer to work alongside Customer Success as the technical lead on implementation projects for newly signed clients as well as actively support/troubleshoot incoming requests. You’ll be working with a fast-growing team alongside all units of the business to help drive the mission of ChartHop.

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
• 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

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

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