Technical Support Engineer - Ursus, Inc.

Our Client is seeking a Technical Support Engineer to join our dedicated technical customer support team. This 100% onsite position, based in the East Bay, CA, is tailored for an individual who boasts not only a robust technical proficiency but also excels in customer communications. The right candidate will possess extensive experience with Jira Service Desk, embodying advanced user or administrative skills, and a broad understanding of IT operations. While direct responsibilities do not solely focus on device lifecycle management, employee onboarding and offboarding processes, and automations, knowledge in these areas will be pivotal to thriving in this role.

Requirements

• • Primary technical point of contact for premier enterprise customers.
  • Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution of our SaaS products with promptness and accuracy.
  • Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.
  • Meet or exceed customer expectations on response quality, timeliness, and overall customer experience via email, phone, or chat, ensuring a high-quality customer service experience.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Work in tandem with cross-functional teams, including engineering and product management, to resolve customer issues and champion customer needs.
  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
  • Provide interface between Customer Support and Product/Engineering teams
  • Maintain detailed records of customer interactions, support cases, and resolutions within Jira Service Desk or similar ticketing systems.
  • Must be willing to participate in on-call duties for any customer escalations during off hours.

What We're Looking For:

• • Associate or bachelor's degree in information technology, Computer Science, or relevant field, or equivalent practical experience.
  • At least two years of technical support experience, ideally within a SaaS environment.
  • Expert at mysql queries and deep understanding of database architecture.
  • Experience with IT Operations and workflows.
  • Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person)
  • MUST be able to commute to east bay 5 days a week daily and able to work during the assigned shift from 6 am PT to 3 pm PT and/or 9 am PT to 6 pm PT.

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