Technical Support Engineer | Carbyne
Description

At Carbyne our technology was built to save lives, we deliver 911 centers around the globe a platform that delivers enriched data to help them-help you when you call 911.


Carbyne is looking for a bright, passionate and talented Technical Support candidate to support our customers and worldwide teams in their use of Carbyne's platform and to ensure ongoing success with our rapidly growing company.


The Technical Support person is a key part of our Technical Support team. You will be working directly with our customers and other customer facing departments on dealing with a complex SaaS product. Your working day will also Include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes and helping to drive the quality of our customers' experience with Carbyne.


Responsibilities

  1. Escalations, working directly with our users and Customer Success and on field Support Teams abroad to solve problems and help them leverage all of Carbyne's platform functionality
  2. Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
  3. Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
  4. Clearly communicate with customers and other internal teams about issues impacting their service
  5. Effectively verify that issues have been resolved
  6. Execute internal processes to streamline and scale support
  7. Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
  8. Reporting and knowledge base documentation is required
Requirements
  1. 2 or more years in a Technical Support/Network engineering related role at a SaaS company
  2. Cisco knowledge, mainly Unified Communication support and background is a must
  3. Hands On experience with AWS platform and services 
  4. Understanding of SQL databases and basic Python\Shell scripting
  5. Must be a creative and analytical problem solver with proven success working independently
  6. Excellent written and verbal communication skills in English is required
  7. Ability to distill complex concepts into layman's term
  8. Eager and capable of learning new technologies as necessary
  9. High attention to detail and ability to stay organized in a fast paced, complex environment
  10. Have flexibility to cover non-standard work hours as needed
  11. Have a passion for customer service and helping others!


Big plus if you have any of the following skills:

  1. Familiarity with Jira, Zendesk
  2. Coding experience in a programming language
  3. Prior experience with user testing / QA
  4. Exposure to Customer Success
  5. Understanding of APIs
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