External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
About the role
- Software Technical Support Engineer for Luciq, aiding customers in product understanding and technical troubleshooting. Focused on customer experience and cross-functional collaboration.
Responsibilities
- Expert on how Luciq product portfolio works; helping our ultimate customers understand the features and all of the benefits that could fit their business needs.
- Ensure delivery of the best support possible for our high-priority customers through working on customized initiatives, with collaboration with other cross-functional teams.
- Track all customer issues efficiently & effectively including SLAs, ETAs and updates; and provide them with timely updates.
- Conduct technical troubleshooting, root cause analysis, debugging and solving technical cases in a highly responsive manner with the highest quality to determine the best technical solution.
- Work closely with the engineering team on escalated technical issues.
- Work closely with the product team to communicate feature requests, prioritize issues and development.
- Work proactively on customer retention initiatives with the customer success team.
- Identify common customer challenges and proactively find ways to improve our product and processes.
- Build a knowledge base for Ultimate common cases across the different products with verified solutions and quality standards.
- Drive operational excellence through quality closures and proper escalation of issues
Requirements
- Bachelor’s degree in Computer Science or any equivalent major.
- 2-4 years of experience providing technical support to engineers, preferably for a B2B product.
- Customer service experience (bonus for SaaS/tech startup customer support experience).
- Good ability to lead troubleshooting calls and interact with customers live to debug and investigate technical issues.
- Experience in reproducing customer environments in order to identify root cause issues.
- Superb communication and interpersonal skills.
- Fluent in English verbal & written, a second language is a plus.
- Good ability to identify customer needs and successfully implement solutions.
- Good ability to learn and adapt so that you can help and teach others.
- Multitask efficiently.
- Experience at a technology startup is a plus
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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