Technical Support Engineer, Optix

• We are looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional experiences for our clients
• This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our clients’ to reach their objectives and address any challenges with our product
• We welcome applicants from all walks of life. Even if you don’t feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply
• 2-3 years of technical support experience
• Understanding of web development basics — experience with backend technologies (e.g. PHP and Python), and modern frontend frameworks (Vue, React, or AngularJS) is ideal, but we’re also excited to hear about your skills in other languages and technologies
• Experience with MySQL or other relational databases
• Understanding of APIs using REST and/or GraphQL, SDKs & Webhooks
• You have experience and enjoy helping people or businesses use and get the most out of software
• You have excellent communication skills and have the ability to question, clarify, empathize, use appropriate tone and language when working with clients
• You have strong problem solving skills and the ability to think critically, troubleshoot, and utilize resources to answer questions
• You are excited for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities

Desirable

• This is a very hands-on, technical role, that is much broader than a typical ticket-based support position
• Our Support Engineers partner with our clients to tackle challenging technical issues they face in innovative ways
• In this role, you will be directly responsible for helping our clients utilize the full Optix feature set, diagnose and report problems they have, and serve as the bridge between our clients and our product team
• You’ll also be supporting with training and improving the performance of our AI chat bot, Felix (powered by Intercom’s Fin), to be able to increase it’s coverage and % of resolved tickets
• Communicating efficiently and effectively with our clients via primarily chat but also occasionally phone
• Owning client inbound questions and issues from initial contact until resolution
• Becoming a product expert to be able to speak about how Optix works and what it is capable of
• Being the one responsible, along with the Customer Success team, to ensure that all clients have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our clients, offer informed opinions on potential solutions
• Debugging complex issues with an understanding of our own codebase and the other potential integrated tools our clients are using
• You’ll help train and improve Felix, our AI-powered chatbot, increasing its ability to resolve client queries independently
• Triaging tickets to our Customer Success team when there is a client at churn risk and/or an expansion opportunity
• Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes
• Influencing the direction of the Optix product through daily communication with our clients and consistent collaboration with our product teams