Reporting to our head of Customer Success, the Technical Support Engineer will identify, diagnose and resolve incidents by leveraging excellent and prompt communications with our customers.  This role will partner cross-functionally with our internal teams and is a fantastic opportunity to gain experience at a hyper-growth start up.

What You’ll Do

• Diagnose and resolve technical inquiries related to LinearB.
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Analysis and isolate root cause to help in product’s usability and improve end-user experience.
• Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to FAQs.
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships.
• Liaise with Product Management teams on technical discussions as required to ensure tracking and resolution of bugs and fixes.
• Coordinate with Engineering teams to aid in identifying, reporting, and resolving product defects.

Qualifications

• Bachelor's (or Master of Science) or foreign degree equivalent in Computer Science or related field.
• 3+ years of practical experience in a customer-focused position involving technical knowledge of a company's products and services.
• Excellent communication skills, both written and verbal. Prior experience in communicating with Enterprise, Service Provider, or SMB customers.
• Familiarity with reading and/or writing simple scripts.
• Ability to triage and troubleshoot technical issues and be measured on support SLAs.
• Be comfortable in reading Python, Nodejs, Typescript, and React. 
• Have experience with Zendesk and Jira. 
• Managerial experience preferred

You Should Apply If You:

• Blends creativity with a data-driven, scientific approach to trying new things.
• Has software/technical support background, bonus - knows dev teams inside and out.
• Strives to maintain empathy and humility throughout every day with a customer-first mindset in a highly collaborative environment.
• Comes in with an urgency to help solve customer problems.
• Works towards continuous improvement with each and every endeavor.
• Takes ownership, tells us what to do, and asks forgiveness instead of permission. 
• Honesty and transparency are highly valued.
• Strong organizational skills.
• Diversity and inclusive work culture are important to you.
• Pushes boundaries and does not subscribe to any traditional “rules”.
• Comfortable with English and preferably other European languages.
• Startup experience is a plus.
• Enjoys working from home and connecting with co-workers through Slack and Zoom.