SaaS Support Engineer | Root-Cause Expert | Paid Time Off

7Seventy; United States; Hybrid; USD 55.000 - 70.000; Vollzeit

Benefits dieser Stelle

Paid time off program

Casual and friendly work environment

Support for growth

Zusammenfassung

7Seventy is seeking a Technical Support Engineer to handle customer questions, incidents, and feature requests with low to moderate complexity. You will diagnose issues, perform root-cause analysis, and configure customer systems to meet requirements while maintaining SLAs.

The role emphasizes proactive ticket management, clear communication, and collaboration with other teams to resolve product issues and improve service levels. A strong technical background in SaaS environments is desired.

Qualifikationen

• Three or more years of customer service experience.
• Several years of relevant professional experience supporting technical problem solving and customer needs.
• Direct experience working with customers is essential.

Aufgaben

• Develop expert knowledge of the product and its technical functionality.
• Proactively manage, prioritize, and respond to support tickets.
• Understand, interpret, reproduce, diagnose, and troubleshoot customer-reported problems.
• Perform root cause analysis to identify underlying causes of technical issues.
• Manage customer questions, incidents, and requests through appropriate processes.
• Explain and teach technical solutions to customers clearly.
• Communicate with customers through written and verbal channels.
• Maintain accurate case records in the tracking system.
• Collaborate with other departments to resolve product issues and escalate when needed.
• Configure customer systems to meet defined requirements.
• Manage multiple priorities and meet SLA goals.
• Serve as a subject matter expert in at least one product area.

Kenntnisse

Customer service

Root cause analysis

Technical problem solving

Communication

SaaS knowledge

Ausbildung

Bachelor's degree in IT/related field

Equivalent professional experience

Tools

SQL

APIs

CRM Platforms

Web Technologies

SaaS

Jobbeschreibung

7Seventy is seeking a Technical Support Engineer to handle customer questions, incidents, and feature requests with low to moderate complexity. You will diagnose issues, perform root-cause analysis, and configure customer systems to meet requirements while maintaining SLAs.

The role emphasizes proactive ticket management, clear communication, and collaboration with other teams to resolve product issues and improve service levels. A strong technical background in SaaS environments is desired.