Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Support Engineer helping Replit customers with technical issues via support tickets. Collaborating with the Support team and maintaining the Knowledge Base while ensuring timely resolutions.
Responsibilities
- Work directly with Replit customers via support tickets to solve technical product issues, bugs, and provide technical guidance while meeting daily ticket volume and resolution time targets.
- Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit.
- Directly contribute to and maintain the Support team's Knowledge Base.
- Support customer-facing communications for outages and incidents and swiftly report ongoing bugs for Eng to triage and fix.
Requirements
- Prior experience in software development or relevant technical support experience
- Proven ability to work efficiently in fast-paced, high-volume support environments with strict productivity metrics.
- Strong time management and ticket triage skills with comfort in performance tracking and regular reporting.
- Excellent communication skills with initiative to ask questions when encountered with the unknown.
- Experience with support tools and ticketing systems (e.g. Zendesk)
Benefits
- Competitive Salary & Equity
- 401(k) Program
- Health, Dental, Vision and Life Insurance
- Short Term and Long Term Disability
- Paid Parental, Medical, Caregiver Leave
- Commuter Benefits
- Monthly Wellness Stipend
- Autonomous Work Environment
- In Office Set-Up Reimbursement
- Flexible Time Off (FTO) + Holidays
- Quarterly Team Gatherings
- In Office Amenities
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