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Hybrid Product Support Engineer

at Tulip Interfaces
Visit Tulip Interfaces websiteVisit Tulip Interfaces LinkedIn

Posted last month

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About the role

  • Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries
  • Educate customers on the product, usage, and features
  • Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed
  • Escalate and follow-up complex cases with key collaborators
  • Manage Support workload to provide visibility to issues and resolution status
  • Continuously improve the internal support processes and tools
  • Expand product documentation held in our customer-facing knowledge base
  • Process business and technical information for customers and provide feedback for the developer teams
  • Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues

Requirements

  • Willingness to work in a fast paced, challenging, quickly changing environment
  • Keen to learn the latest technologies and improve oneself
  • Tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls
  • Experience with ticketing systems (e.g. ZenDesk)
  • Experience in manufacturing or process engineering
  • Familiarity with Atlassian environment (e.g. Jira, Confluence)
  • Collaborative attitude to partner with and manage multiple teams to resolve issues
  • Exceptional communication skills, written and oral
  • Preferred: API and HTTP (post/get, auth, etc.)
  • Preferred: Shell scripting (MacOS, UNIX)
  • Preferred: SQL (PostgreSQL) and Mongo databases, queries
  • Preferred: Network/Cloud (AWS, Azure)

Benefits

  • Direct impact on product and culture
  • Company equity
  • Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
  • Flexible work schedule and unlimited vacation policy
  • Virtual company events and happy hours
  • Fitness subsidies

Job title

Product Support Engineer

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

AWSAzureCloudMacOSPostgresShell ScriptingSQLUnix

Location requirements

HybridSomervilleUnited States

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