Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
About the role
- Technical Support Engineer at SurveyMonkey resolving complex customer challenges and improving internal processes. Collaborating with product and engineering teams to enhance troubleshooting skills across the organization.
Responsibilities
- Helping to solve some of our toughest product issues, from debugging problems faced by developers using our API to troubleshooting complex customer challenges. Meeting customers at their most frustrated moments and guiding them to a resolution with clarity and empathy.
- Improving the way we track and address technical issues by refining processes, systems, and collaboration with other teams.
- Communicating clearly and adaptively in every situation. Whether it’s providing customers with helpful context, sharing detailed reproduction steps with product and engineering, or keeping the team informed during outages.
- Taking an active role in shaping team and company priorities, contributing to projects that drive meaningful improvements.
Requirements
- 3+ years of experience solving technical issues for customers.
- 2+ years supporting developers using an API.
- Demonstrated experience building and owning relationships with internal or external collaborators across different disciplines.
- Proven ability to take initiative on projects that grow or improve work at a functional, team, or business level, owning execution and accountability.
- SaaS experience.
- Proficient understanding of Salesforce.
- Ability to communicate written and orally in English at the B2+ level.
- Preferred Qualifications - Familiarity with one or more of the following:
- Web technology (e.g. HTML, JavaScript, CSS, XML, PHP).
- Platform/developer technology (e.g. API, SDK).
- Logging technology (e.g. Splunk).
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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