Technical Support Engineer

We are looking for a full-time, remote Technical Support Engineer with 2+ years of software support experience to join our U.S. client's customer support team. In this role, you will provide daily technical support, assisting customers in resolving their software and compliance-related issues. You will work closely with the Sales, Customer Success, Engineering, and Product teams, and you will have access to tool subscriptions, such as Enterprise ChatGPT, Grammarly, and GitHub Copilot (if required), to deliver exceptional support.Our client makes trust-building in business relationships effortless. With greater trust comes greater business growth. At their core, our client takes the drudgery out of compliance by automating critical compliance activities and bringing joy into a traditionally drab space. The client's software platform enables companies to quickly and cost-effectively adopt formal security and privacy programs, measure their efficacy against compliance standards, and share achievements with customers via AI to answer security questionnaires. As a result, compliance becomes habitual, simple to understand and implement, and continuously verifiable, allowing businesses to gain transparency into their compliance status.ResponsibilitiesDrive resolution of customer issues, act as a customer advocate, and maintain happy and satisfied customersFollow the client's customer support process and meet established service level agreements (SLAs)Triage support requests by conducting a first-level investigation of technical product issuesProvide continuous and timely updates on issue resolution status to customers and key internal stakeholdersEngage with the Engineering team to ensure timely resolution of customer issues according to SLAs and escalate when necessary to meet those goalsRequired ExperienceExcellent written and verbal English communication skillsUniversity degree with a major in Computer Science, Engineering, or a related technical field2+ years of customer support experience for a commercial software productPassion for providing technical support to customers and helping them gain success using client productsDemonstrated ability to investigate and troubleshoot product issues by reproducing the problem, examining application logs, and reviewing debug messages and stack tracesStrong problem-solving capabilities in a Software-as-a-Service (SaaS) application environmentFirst point of customer contact and an ability to act independently, as well as a willingness to involve a manager and others when in need of assistanceA quick learner who is inquisitive about new products and featuresCareer-minded and willing to take on the responsibilities of learning new software development languages and tools while still maintaining an exceptionally high standard of support deliveryTrustworthy, team-oriented, and transparentPreferred ExperienceDemonstrated capabilities using the Chrome Browser Development Toolset when appropriate to solve specific problemsExperience with Atlassian/JiraExperience with Linux commands and networking will be a significant advantageOther skills that will help the candidate stand out are as follows:REST APIs (in Postman)JavaScript basics (any programming language)Basic SQL commandsLog aggregation and monitoring tools, such as DataDogExperience using project management tools, such as JiraAdditional InformationKnowing your ideas are heard and matter, think bigYou get to own your job and be recognized for your contributionsWork with innovative and creative peopleMaking mistakes is human. Let's learn from them. Be transparentWe recognize you as an individual, with no presumptions or judgment. Be the extraordinary you15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidaysStart: ASAPCore Client ValuesThe client's values are threaded into the very fabric of their culture.Trust: We strive to continuously earn the trust of our team, customers, investors, and all other stakeholders, proving we are dependableHealth: We are diligent caretakers of the health of the business, but never prioritize it over the mental and physical health of our teamRespect: We are passionate about being respectful and courteous. There's no excuse for being a jerkEvidence-Based Decisions: Our strategy and operations are driven by evidence, which we collect from our customers, product, team, and partnersAccountability: We are fanatical about transparency and hold ourselves accountable for everything we doDiversity: We work hard to nurture a team that is diverse in identity, belief, background, thought, and experience. Our diversity makes us strongerThe client celebrates diversity. Joyfully building a product that everyone loves requires a team with different perspectives, experiences, and backgrounds. It is why they are committed to bringing people on board from diverse backgrounds, races, religions, national origins, gender identities, sexual orientations, gender identities, ages, disabilities, or veteran statuses.About VelozientWe are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued team members for our clients. If this type of opportunity excites you, then consider joining our team