Technical Support Engineer – Tier 2
| Company | Polly |
|---|---|
| Location | San Francisco, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years of Customer Service experience
- Technically oriented – willing to learn new systems quickly and savvy in tools like Postman, API, Dev Console, Kibana
- Experience as an Encompass Admin
- Ability to communicate technical problems in an elegant and tactful way
- Strong communication and writing ability
- Empathy, diplomacy, tact, and poise under pressure when working through customer issues
Responsibilities
- Become a Technical escalation and resource for the CS team
- Convert technical details into thoughtful understandable Customer responses
- Identify, reproduce, and document bugs for the engineering teams
- Make active contributions to help achieve team goals and successes
- Complete Level 2 support for customers and identify whether the customer request is related to user error, a bug, customer training, or a product feature
- Assist the Professional Services team as needed with technical implementations
- Effectively resolve customer inquiries in a considerate and timely manner via email, chat, and phone
Preferred Qualifications
-
No preferred qualifications provided.