Senior Support Engineer

March 29

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SnippetSentry

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Securely capture mobile communications app data for a complete enterprise record: iMessage, SMS, WhatsApp, WeChat.

fintech • compliance • mobile data security • messaging • data security

11 - 50

Description

• Senior Support Engineer role at SnippetSentry • Handle technical support issues, manage support tickets, ensure effective communication between engineering and support teams • Respond to customer support queries via email, phone, live chat • Identify, research, and resolve complex technical problems • Maintain comprehensive documentation of customer interactions and technical procedures • Collaborate with technical teams to resolve customer issues • Conduct training sessions for users • Serve as intermediary between customers and technical team

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field • At least five years experience in technical support or similar role in SaaS environment • Ability to work during PST hours of 8am-5pm, Monday through Friday • Strong analytical and problem-solving skills • Familiarity with JavaScript, NodeJS, and Docker is a plus • Comprehensive knowledge of support ticketing systems like Jira Service Desk, HubSpot Service Hub • Well-developed communication skills • Proactive customer service approach • Experience in creating and maintaining technical documentation • Familiarity with QA processes in improving product quality

Benefits

• Healthcare plan (medical, dental, vision) • Work from home • 401K • Life insurance (basic, voluntary, AD&D) • Short term and long term disability