Customer Support Engineer – Remote (U.S.) – Full Time

Customer Support Engineer – Remote (U.S.) – Full TimeSkills – Support Engineer, SQL, Ticket Support, Debugging, Bug Investigation, L2 Support, L3 Support, JSON Understanding, XML Understanding, API Logging Tools

My client who is a leading SaaS provider is currently looking to on board an experienced Customer Support Engineer. The successful applicant will need to possess strong SQL skills as well as an understanding in JSON and XML structures. Experience with API logging tooling i.e. New Relic or Similar is also key.

This role is a remote position and will allow individuals to be based anywhere within the U.S.

Due to industry requirements, U.S. Citizens or Green Card holders are encouraged to apply.

This role will play a key part in delivering exceptional support experiences, requiring strong problem-solving abilities and the capacity to communicate technical concepts clearly and effectively.

The Role:

• Act as the primary point of contact for advanced technical support and product-related inquiries from customers, ensuring a high standard of service and expertise.
• Provide exceptional customer support through email and live customer calls while maintaining professionalism and empathy in all interactions.
• Demonstrate deep knowledge of our product suite, including its features, functionalities, and technical integrations (APIs, SAML, SSO, ETL etc.).
• Troubleshoot and resolve complex technical issues, ensuring prompt and effective solutions that meet customer needs.
• Investigate and analyze technical problems reported by customers, working closely with the product and engineering teams to identify root causes and implement solutions.
• Configure and maintain key data sets in the application to support customer needs
• Develop and maintain detailed technical documentation, including FAQs, knowledge base articles
• Support the configuration and management of customer data via SQL migration scripts.
• Conduct in-depth training sessions for customers on an “as needed” basis, helping them fully understand and leverage the software’s capabilities.

The Candidate:

• Experience: Strong experience in a technical support role, with at least 1 year in a Tier 3 or equivalent position.
• Technical Skills:
• Understanding of database concepts and significant experience with SQL.
• Proficiency in troubleshooting and resolving issues with APIs, SAML, SSO, integrations, and data connectors.
• Familiarity with RESTful and SOAP services, JSON, XML, OAuth and other web technologies.
• Experience with network protocols, authentication methods, and security protocols.
• Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information clearly to both technical and non-technical audiences.
• Customer Focus: Strong customer service orientation with a commitment to resolving customer issues effectively and efficiently.

Salary Bandings – $100k-$120k Per Annum + Bonus + Benefits

Please send resumes directly to patrick.hindmarsh@stottandmay.com and we can look to run through the specifics.

I look forward to hearing from you.

Skills – Support Engineer, SQL, Ticket Support, Debugging, Bug Investigation, L2 Support, L3 Support, JSON Understanding, XML Understanding, API Logging Tools

Customer Support Engineer – Remote (U.S.) – Full Time