Customer Support Engineer
- Own the technical onboarding of new customers, including environment setup, extension deployment, and validation testing.
- Collaborate with Customer Success Team to ensure onboarding milestones are met and client expectations are aligned.
- Troubleshoot onboarding-related issues and ensure resolution prior to go-live.
- Provide proactive guidance to clients during onboarding to minimize friction and ensure product adoption.
- Provide Tier 1 technical support for our SaaS platform.
- Analyze browser Developer Tools (console logs, network panel) to diagnose issues.
- Run MongoDB queries to investigate user-specific issues and derive insights.
- Prepare escalation tickets for Tier 2/3, including logs, diagnostic findings, reproduction steps, and hypotheses.
- Craft and maintain documentation (FAQs, troubleshooting guides, knowledge base entries).
- Monitor support trends and collaborate with Product and Engineering to drive improvements.
- Manage support tickets using JIRA—triaging, prioritizing, updating, and meeting SLA expectations.
- 4+ years of technical/customer support experience for SaaS products.
- Proficiency with browser diagnostic tools (console, network tabs) and log analysis.
- Ability to craft MongoDB queries and interpret results for troubleshooting.
- Strong written and verbal communication skills for both customers and internal teams.
- Proficiency using JIRA (or similar) for ticket management and escalation tracking.
- Experience supporting Chrome extension deployment and operation on Windows and macOS.
- Familiarity with JavaScript, HTML, or CSS basics.
- Understanding API structures, JSON formats, and authentication flows.
- Basic knowledge of networking concepts like DNS, proxies.
- Experience with support analytics or trend dashboards.
- Exposure to Salesforce CRM, especially from a support or integration standpoint.
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