Company Name: SheerID

Job Details: Be,an,Early,Applicant,Hiring,Remotely,in,United,States,Remote,Senior,level

Job Url: https://builtin.com/job/senior-customer-support-engineer/7607889

Job Description: The Senior Customer Support Engineer serves as Tier 3 technical product support for SheerID’s B2B customers and as the primary liaison between SheerID’s customers, customer-facing Product Support team, and internal teams for driving escalations and improvements.This position is responsible for assisting SheerID’s customers by answering product inquiries, troubleshooting technical issues, facilitating change requests, and engaging in deep-dive diagnostics and analysis as necessary related to SheerID’s products and customer programs. They contribute to public-facing documentation and guides in SheerID’s knowledge base, as well as internal documentation of troubleshooting and best practices.This position requires a focused, detail-oriented individual who is equally comfortable resolving technical issues and providing an excellent customer experience. This position interacts with SheerID’s customers and partners via multiple communication channels and must be able to work effectively in a high-volume, fast-paced environment while maintaining a professional demeanor rooted in empathy, active listening, and critical thinking. This position will also interact regularly with key internal stakeholders to drive technical fixes and improvements and should be comfortable identifying, prioritizing, and advocating for change with data-based analysis.Role Specific Job Duties: Serve as primary liaison between SheerID’s B2B customers, customer-facing Product Support team, and internal teams such as Product, Engineering, and Professional ServicesAccountable for driving escalated issues and bugs to timely resolution through partnership with internal and external teamsProactively identify and drive improvements for both the customer experience and internal efficiencyRegularly report on key data findings to internal and external stakeholders of varying technical aptitudePrepare data and ticket reports for customer-facing meetingsProvide advanced, in-depth technical product support to SheerID’s clients and their customers that is accurate, timely, and clearly communicatedInteract with customers directly via Zendesk ticketing system, email, video calls, and other modes as neededMeet defined SLOs for ticket response and resolution timesEnsure complete resolution of issues directly or via available escalation pathsDevelop public-facing content for SheerID’s knowledge baseDevelop and maintain internal documentation for troubleshooting, tools, and processesMaintain advanced functional knowledge of SheerID’s products and offeringsMaintain advanced functional knowledge of internal systems, tools, and processesServe as dedicated Support Liaison for high-profile projects and clients as assignedMentoring and onboarding of new hires and more junior Product Support team membersBe available for rotating on-call duties via PagerDuty outside of regular business hoursSpecial projects and other duties as assignedRequired Skills / Experience: Bachelor’s degree from an accredited university (or equivalent work experience)Demonstrated history as advocate for customers’ experienceStrong sense of ownership and accountabilityAdvanced technical troubleshooting capabilitiesAdvanced data analysis and diagnostic skillsStrong understanding of SLOs, SLIs, and SLAsThrives in fast-paced, agile, and sometimes ambiguous environmentsAdept within MacOS and Google Workspace environmentsExcellent oral and written communication skillsStrong ability to bridge communication between technical and non-technical customers and stakeholdersReliable attendance with evening, weekend, and holiday availabilityRequired Tools & Experience: Minimum 3 years customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)Minimum 3 years experience with the following tools (or near equivalents):Analytics Reporting (e.g., Looker, BigQuery)Data Logging & Observability (e.g., New Relic, Grafana)Customer Facing Ticket Management (e.g., Zendesk)Ticket Management (e.g.,  JIRA)Minimum 3 years experience with the following:REST API (including Authentication Bearer tokens/OAuth, Webhooks, and API specification literacy)HTML/CSSTypeScriptReactSQLMinimum 2 years technical writing experience (preferably public-facing documentation or guides)Configuring and troubleshooting SSO integrationsCompleting customer facing Root Cause Analyses (RCAs) for problem incidentsSheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.To ensure your safety, please note that we will never:Provide screening questions via emailExtend a job offer without a formal interview processRequest any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platformsIf you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.