Product Support Engineer

Role & responsibilities

PERMANENT WORK FROM HOME

• Provide Tier-3 technical support for issues escalated by frontline support teams. Apply strong technical skills and business knowledge together with investigative techniques and problem solving skills to identify and resolve issues efficiently and in a timely manner.
• Identify problems reported by customers to P&E teams, investigate potential causes, implement solutions/next steps, and proactively inform the right people of the change.
• Monitor and analyze business health metrics, including responsiveness, satisfaction, issue trends and strategize to reduce product and process defects.
• Demonstrate a proactive approach to problem solving, anticipating the user's needs and challenges and resolving issues with the least amount of friction.
• Ensure the efficient utilization of customer support tools and equipment and evaluate and report on the effectiveness of customer support operations to leadership.
• Recommend improvements to Compass products to improve customer experience and reduce inbound inquiries.
• Coordinate the Support Engineering function with other departments, particularly with Product Management, Product Marketing and Engineering during product release cycles.
• Author and maintain internal and customer-facing technical documentation by staying on top of all site and software and application changes.
• Locate opportunities and potential improvements to existing processes, and take the initiative to elevate team performance.
• Work independently, while coordinating workload with other Support Engineers in other P&E hubs.

Preferred candidate profile

• 3+ years of application support experience.
• Strong analytical and problem solving skills along with demonstrated knowledge of systematic troubleshooting methods to evaluate, isolate and resolve software problems.
• Excellent verbal and written communication.
• Deep customer empathy and obsession with customer experience.
• Ability to learn a complex product inside out, and discover and share creative workarounds to customer issues.
• Proficient with modern ticketing and issue tracking applications (e.g., Zendesk, Opsgenie, and Jira), as well as messaging applications (e.g., Userpilot).
• Self-starter capable of working independently as well as contributing to the teams requirements.
• Flexible regarding hours and willing to commit to an on call pager duty rotation. Open to work rotational and in Fixed night shifts.(PST hours)
• Knowledge in databases, web development, REST APIs, and iOS troubleshooting preferred.
• BS degree in Information Technology, Computer Science or equivalent preferred.
• Night Shift - 9PM to 6 AM - fixed shift
• Permanent remote working opportunity