The First Level Support Engineer is responsible for providing technical support to customers of our SaaS platform. This includes answering customer questions, troubleshooting problems, and escalating issues to the appropriate team members. The ideal candidate will have strong technical skills and be able to work independently and as part of a team.
Your tasks:
- Answer customer questions via ticketing tool, email or eventually by phone
- Troubleshoot technical problems and provide solutions
- Escalate issues to the appropriate team members
- Document customer interactions and resolutions
- Stay up-to-date on the latest software releases and features
- Work with other team members to improve the customer support experience
