Senior Tech Support Engineer: SaaS CRM API Troubleshooting

Own Company; California (MO); On-site; USD 75,000 - 115,000; Full time

Job summary

Qualified is seeking a Technical Support Specialist to join our world class support team. You will handle support requests, be the technical resource aligned to our Success Architect team, and act as a bridge between support and engineering.

You’ll support customers across channels and help drive product improvements. You’ll collaborate with engineering, product, and the Success Architect team, explain complex features with empathy, and contribute to knowledge base improvements while advancing

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Ability to explain complex features to technical and non-technical users.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via live chat, email, and video calls.
• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
• Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Skills

Explain complex features with empathy

5+ years B2B SaaS support

Bachelor's degree

Exceptional communication

Analytical problem solving

Customer-focused

Education

Bachelor's degree

Tools

Salesforce CRM

Marketing automation (Marketo Pardot HubSpot Eloqua)

Javascript

API errors debugging

Web technologies

Job description

Qualified is seeking a Technical Support Specialist to join our world class support team. You will handle support requests, be the technical resource aligned to our Success Architect team, and act as a bridge between support and engineering.

You’ll support customers across channels and help drive product improvements. You’ll collaborate with engineering, product, and the Success Architect team, explain complex features with empathy, and contribute to knowledge base improvements while advancing