Technical Support Specialist helping customers with design - related troubleshooting and inquiries. Focused on improving customer experience and product adoption in SaaS environments.
About the role
- Senior Technical Support Engineer handling escalated customer support cases at Cenosco. Partnering with Product and Engineering to drive support improvements and enhance customer experience.
Responsibilities
- Handle advanced, high-priority, and escalated customer issues with full ownership and independence
- Troubleshoot complex technical problems across systems, integrations, environments, and data flows
- Communicate with customers through written channels and occasional live calls, providing clear explanations and professional service
- Take ownership of assigned customer accounts and ensure strong, long-term relationships
- Mentor and support junior and mid-level Support Engineers by sharing knowledge, guiding troubleshooting, and improving team capabilities
- Partner with Product and Engineering to analyze issues, escalate defects, and recommend long-term fixes
- Drive support improvement initiatives - process optimization, automation ideas, documentation updates , tool enhancements
- Lead or support cross-team projects (tooling rollout, onboarding improvements, system transitions)
- Participate in on-call duties (5:00 PM – 10 :00 PM CT)
- Contribute to current priorities such as Zendesk implementation, process development, and ticket backlog cleanup.
Requirements
- 6 + years of experience in Technical Support, Application Support, or a customer-facing technical engineering role
- Advanced troubleshooting skills across SaaS environments, integrations, and multi-component systems
- Experience guiding other Support Engineers or acting as an internal escalation point
- Ability to work independently, make decisions, and take ownership of complex problems
- Strong customer focus and ability to handle challenging or sensitive cases with professionalism
- Experience collaborating with Product and Engineering teams to resolve issues and improve product quality
- Proactive mindset, operational maturity, and the drive to shape and grow the support function.
- Excellent English communication skills (clear, confident, and customer oriented).
Benefits
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and the role
- Competitive compensation
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual one just to look nice on social media but what our team choose and ask for
- A great team of engaged passionate and helpful people
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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