Job Summary
A company is looking for an Engineering Support Specialist to bridge customer-facing teams and engineering teams, focusing on technical issue resolution and product evolution.
Key Responsibilities
- Diagnose and resolve complex technical problems as the first escalation point for platform issues
- Translate customer feedback into detailed tickets for engineering and product teams, collaborating with developers on fixes
- Triage and prioritize issues, developing internal guides to streamline support workflows
Required Qualifications
- Bachelor's or Master's degree in Computer Science or a related field
- 3+ years in technical support engineering or similar roles supporting SaaS platforms
- Strong troubleshooting skills across frontend and backend systems
- Solid understanding of AI concepts and experience with cloud platforms, preferably Google Cloud Platform
- Familiarity with third-party integrations like Zendesk and Salesforce
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