Product Support Engineer, Tulip Interfaces

• You are willing to work in a fast paced, challenging, quickly changing environment
• You are keen to learn the latest technologies and improve yourself
• You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls
• You are genuine, humble, and curious willing to work in a fun, diverse culture
• 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

Desirable

• 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 below
• 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
• Key Collaborators:
• All other customer facing teams: Applications Engineering, Customer Solutions, Customer Success
• Software Engineering (multiple sub-teams as applicable)
• Hardware Engineering