BAATZ CONSULTING

It All Starts With the Right Talent

Associate Customer Technical Support Engineer

The Associate Customer Technical Support Engineer will work collaboratively with engineering, product management and client services organization in managing inbound client technical and user support. This is a growth role with a fast growing product and engineering organization that requires someone versatile in solving problems and following through.

You will:

  • Build up an in-depth understanding of the application, API, and client tools
  • Provide customer and technical support resolution via email, phone and other electronic medium
  • Assist customers with client onboarding related support tasks, ongoing user support through Zendesk and routing and managing of ticket support lifecycle.
  • Follow-up proactively with customers through issue resolution with prompt and informative feedback
  • Contribute to knowledge base documentation-
  • Trouble-shoot Javascript implementations on client’s site and support to API use/implementations.
  • Escalate issues through the proper channels and follow up on issues until resolution
  • Perform regular audits on open tasks
  • Document and validate feature or enhancement requests and follow up
  • Research and validate and troubleshoot bug requests
  • Maintain communication and rapport with clients through high pressure situations (i.e. platform issues)
  • Stay organized when fielding concurrent requests

To be successful you will need:

  • Experience with MongoDB, Elasticsearch, MySQL queries
  • Experience with console troubleshooting
  • 3+ years (minimum) experience with SaaS based B2B business in various support roles
  • Strong communication skills, electronically and verbally

Benefits:

  • Generous salary/compensation and annual/quarterly bonus plan
  • Stock Options for all employees
  • Full Health/Medical coverage (100% paid by company)
  • Paid Holidays, Sick leave and self-managed Vacation policy (we don’t cap time off)
  • Remote Work/Life Balance (work from home, office, remote)
  • Dedicated “learning” budget for expanding skills/expertise – continual learning
  • Dental/Vision plans (reimbursement)
  • A cool place to work

While we are open to remote candidates, we are primarily searching for local San Diego hires or candidates willing to relocate.