Technical Support Associate

What you'll do

• Become a technical product knowledge expert on our platform with guidance from our team members. 
• Use your technical aptitude and customer skills to resolve questions and issues for our users. Provide a positive experience to customers which includes timely and accurate responses to our customers questions within the established SLAs.
• Coordinate with internal engineering on the QA of bugs and feature requests to improve our products. Identify patterns, recommend improvements, and enhance current workflow.
• Serve as a technical expert to increase satisfaction when working with customers via live chat, email, video calls.
• Work alongside our Customer Success Managers to help customers unblock themselves when they run into issues so they can make progress on their compliance journey.
• Analyze and share feedback with our Engineering team to troubleshoot issues and track their impact and fixes. 
• Create internal documentation around best practices and build new processes to improve support flows.
• Promote the ongoing internal learning and success of our team by sharing knowledge via collaboration. Assist in creating documentation for our customer-facing help center.

What we're looking for

• The ability to start work at 7am ET
• 2+ years of experience in technical customer support
• Experience supporting and troubleshooting cloud environments (AWS, Azure, GCP) and other SaaS tools (GitHub, Atlassian, HR software, etc.)
• Superb debugging skills, specifically resolving error responses from API integrations (experience using the chrome debugger, reading logs, and understanding error responses from APIs specifically)
• Experience with AWS technology, including using compute, networking, storage, and database AWS services as well as AWS deployment and management services
• Proficiency with support and ticketing systems like Zendesk, Jira, SFDC, Intercom, etc.
• Resourceful, self-starter, and customer centric. You'll figure out what needs to be done, and you find ways to make it happen
• Can meet customers where they are in terms of a technical knowledge standpoint.
• Can communicate clearly in writing to both technical and non-technical people
• A sense of urgency and a satisfaction from going above and beyond to provide solutions
• An an excitement for tricky problems or new challenges

Benefits

• Medical, dental, and vision benefits for you and your dependent(s)
• Unlimited PTO
• 401(k)
• Paid family leave
• Ground floor opportunity as an early member of the team