Support Engineer

Job Summary

A company is looking for a Support Engineer who will serve as the first point of contact for users across various channels.

Key Responsibilities

• Respond to user inquiries via email, Discord, and GitHub Issues, providing clear and empathetic support
• Triage incoming requests, categorize issues, prioritize based on urgency, and escalate to engineering when necessary
• Reproduce technical issues and gather necessary information for engineers to resolve problems effectively

Required Qualifications

• Strong user focus and commitment to enhancing user experience
• Technical fluency to understand and reproduce bugs and developer workflows
• Experience in a technical support role, preferably in SaaS or open source environments
• Ability to navigate and respond across multiple platforms, including GitHub and Discord
• Self-starter capable of working independently and managing ticket resolution