Technical Support Engineer
ITR PartnersBritish Columbia, Canada- Full-time
Job Title - Technical Support Engineer
Location : Canada, WEST COAST (PST) ONLY!!
About the company
A SaaS company whose product is a Data Observability Platform. A user interface where data is stored. Their product manages lots of data for clients and feeds that back to them to make their workflow more efficient. Their solutions are much better architected, cheaper and more responsive than their competitors, making it far more attractive to clients.
When clients enquire about their product and they ask for a Proof of Concept, they then have a 96% closing rate. My client received their Series D round of funding of $142 million in 2022 and all has been budgeted for growth.
About the role
They are rebuilding the path to observability using a real-time streaming analytics pipeline that provides monitoring, visualization, and alerting capabilities without the burden of indexing.
By enabling users to define different data pipelines per use case, we provide deep Observability and Security insights, at an infinite scale, for less than half the cost.
We are looking for a Technical Support Engineer to join our highly experienced global team.
The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.
This role is tasked with helping customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the Platform.
What you will be doing :
- Serve as our customers’ single point of contact for any tech-related matters
- End to End ownership of customer support case from opening until closure ensuring customer satisfaction
- Establish relationships and engage with technical counterparts to drive product adoption and expansion
- Train and coach customers to a successful onboarding process and ongoing usage
- Advocate internally for customer needs – be the technical voice of the customer within my client
- Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues
- Prioritize and manage several open issues at one time
- Properly escalate unresolved issues to appropriate internal teams
Required skills
This role is located across is remote but has to be based on the West Coast in Canada - please do not apply if you are not located on the West Coast. My client are not offering sponsorship for this role and therefore you must have a valid right to work in Canada.
If you think this role sounds like what you are looking for then please click 'Apply Now' and get in touch with Aaron today. If this role is not right for you, but you know someone who might be interested, please get in touch with me at [email protected]
Thank you for your applications!!