Engineering Support Specialist

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