We are in search of a highly skilled and motivated Customer Support Engineer to join our growing team. In this role, you will work closely with our customers and internal teams to solve technical challenges, integrate systems, and ensure seamless use of our platform. You will be responsible for promptly addressing customer tickets, troubleshooting technical issues, and providing high-quality solutions that enhance the customer experience. Reporting to the Customer Success Manager, you will contribute to improving our processes, maintaining high service standards, and ensuring customer satisfaction in a dynamic, fast-paced environment.
Responsibilities
- Diagnose, troubleshoot, and resolve customer-reported issues in a timely and efficient manner, ensuring a high level of customer satisfaction.
- Manage the customer support ticketing system, prioritizing and addressing requests based on urgency and complexity.
- Collaborate with internal teams, including engineering and product, to escalate and resolve complex technical issues.
- Assist customers in implementing and integrating our platform with their existing systems, including APIs and third-party tools.
- Write, update, and maintain customer-facing documentation and knowledge base articles to empower self-service.
- Conduct root cause analysis to identify recurring technical issues and propose long-term solutions.
- Monitor and ensure adherence to Service Level Agreements (SLAs) for response and resolution times.
- Provide feedback to product and engineering teams regarding common customer pain points to drive product improvements.
- Stay up to date on product updates and industry best practices to ensure customers are always supported with the most relevant solutions.
Requirements
- 1+ year of experience in a technical support, integrator, or engineering role, with hands-on experience in resolving technical issues.
- Strong knowledge of APIs, RESTful services, and systems integration.
- Proficiency in Python, with the ability to debug and modify scripts.
- Familiarity with web technologies such as HTML, CSS, and JavaScript.
- Experience working with databases (SQL and NoSQL) for querying and troubleshooting data issues.
- Proven ability to manage ticketing systems and prioritize tasks effectively (e.g., Jira, Zendesk, or similar).
- Excellent problem-solving and analytical skills with a proactive and self-driven approach to challenges.
- Strong communication skills in English and Spanish, with the ability to explain technical concepts clearly to non-technical stakeholders.
- Familiarity with cloud platforms (AWS, GCP, or Azure) and containerization tools (Docker) is a plus.
- Ability to work independently and remotely, thriving in a fast-paced, customer-focused environment.
Benefits
At AltScore, we believe in providing our team members with a comprehensive benefits package that supports their overall health and wellbeing. We offer the following compensation package to eligible employees:
- Base Salary: $1,000 - $1,500 USD per month, depending on skills according to our engineering scale L1 - L3.
- Performance Bonus: Based on achievement of agreed KPIs.
- Unlimited PTO: With an expectation of taking at least 3-4 weeks per year off. We understand that maintaining a healthy work-life balance is crucial for long-term productivity and wellbeing.
- Employee stock ownership plan (ESOP): Every single employee gets an ESOP. At AltScore, we believe that every member of the company should feel like a partner from day 1.
- Remote: At AltScore, we are a fully remote company, and we encourage employees to work from wherever they are most comfortable and productive. Employees must work in the Americas timezone.
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