Tech Stack

Description

You will own complex technical user issues, coordinate with Engineering and Product teams, and use SQL and APIs to analyze data and drive improvements. Your work will focus on scaling support operations, enhancing user experiences, and achieving key metrics like CSAT and SLA.

Requirements

• 2+ years in customer-facing product support troubleshooting technical issues
• Proficiency in SQL for data analysis and querying
• Experience working with APIs
• Exceptional problem-solving and stakeholder management skills
• Experience in project management optimizing processes or support operations

Responsibilities

• Analyze and troubleshoot complex technical issues via email/phone using SQL and APIs
• Develop product expertise and collaborate with Engineering, Product, and Operations
• Optimize and scale support processes using data-driven insights
• Lead continuous improvement initiatives to hit CSAT, Contact Rate, and SLA targets
• Create self-service documentation to reduce dependency on support teams