Technical Support Engineer

Job Description

The Technical Support Engineer team at Unmand acts as the customer’s trusted technology advisor and advocate, building and growing an ongoing healthy relationship with each customer. They are responsible for preserving and expanding the availability and functionality of our customers’ Unmand applications; in turn preserving our current business, opening doors for additional opportunities, and growing our customers into life-long Unmand uses.

The role is responsible for providing technical support to customers through various channels. You are a detective and problem solver with strong communication skills. Our customers look to you when they need answers because you are a product expert and can escalate issues when necessary to ensure timely resolution. You have a willingness to learn, adapt and not afraid to roll up their sleeves.

Responsibilities

• Provide telephone, and ticket-based (JIRA Support) support to troubleshoot issues with our customers
• Maintain strong lines of communication with customers
• Provide world class customer experience by delivering satisfaction to every case for every customer
• Identify workarounds and communicate technical solutions to the customer
• Remain current with the Unmand product functions and features, and with related technologies in our ecosystem
• Partner with Engineering team to identify areas of improvement
• Escalate urgent problems requiring more in-depth knowledge to others on the team as appropriate
• Document findings and ensure that Unmand’s support knowledge base is utilized effectively and maintained and expanded over time

Qualifications

• Strong verbal and written communication skills
• 1-2 years experience in content marketing for Business to Business SaaS
• Organized by nature, with the ability to prioritize and multitask under tight deadlines
• Experience working with Google Analytics to analyze visitor and traffic patterns
• Experience using SEO tools (Ahrefs, Moz, etc.) a plus
• Ability to travel to events as necessary. (when in-person events resume) Learn More