Job, Customer Experience Engineer, Menlo Park

Contact me if you or anyone you know can do this job.

The mission is to build user trust & engagement by acting as the voice of users, creating value-adding education and resources, swiftly providing reactive support, and focusing on user success by proactively planning for future needs. As the founding member of the Support Team, you’ll work cross-functionally to build systems and processes which scale our support operations. You’ll also own the day-to-day support of our customers, including fielding urgent requests and ensuring our international users receive swift responses during their workday

Responsibilities:
Support the building and development of support systems and processes, such as the implementation of a helpdesk and knowledge base.
Develop FAQs and guides for troubleshooting and user education.
Efficiently respond to tickets via helpdesk, phone, email, and chat.
Prioritize incoming service requests and incident reports based on SLAs and severity.
Lead the troubleshooting and investigation of service incidents (bugs) and requests.
Work cross-functionally with Customers, Product, and Engineering to ensure resolution of customer issues.
Manage the User Acceptance Testing process as part of our Customer Onboarding Process.
You consider yourself to be very technical and have working knowledge of software development processes and tools within a SaaS environment OR you have a strong desire to increase your technical know-how
Familiarity with IDPs, Sumo Logic, Datadog, Jira, Zendesk, APIs, and Mobile App Development.

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