Senior Technical Support Engineer: SaaS Solutions Expert

Leadout Capital; California; On-site; USD 70,000 - 110,000; Full time

Job summary

Qualified is expanding its Technical Support team to scale our world-class support. As a Technical Support Specialist, you will handle support requests, act as the technical resource for the Success Architect team, and bridge support with engineering.

You’ll work on the cutting edge of sales and marketing technology, wearing many hats to improve customer experience. You will explain complex features to technical and non-technical users, collaborate across teams, and contribute to knowledge base

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Excellent interpersonal, communication, and writing skills.
• Extensive knowledge of Salesforce CRM.
• Working knowledge of marketing automation systems (Marketo, Pardot, HubSpot, Eloqua).
• Knowledge of web technologies and platform technology.

Responsibilities

• Actively manage the support queue to resolve product issues via live chat, email, and video calls.
• Support the Success Architect team with deep product knowledge on customer calls.
• Diagnose, debug, and triage operations problems with engineering for existing customers.
• Collaborate with product teams to translate feedback into actionable insights for the roadmap.
• Contribute to documentation, processes, and knowledge base improvements.
• Be part of the incident response team to communicate with customers and internal staff during incidents.
• Assist leadership in improving speed and efficiency of customer operations strategy.

Skills

Empathetic communication

Problem analysis

Cross-functional collaboration

Technical explanation

Incident response mindset

Education

Bachelor's degree

Tools

Salesforce CRM

Marketo

Pardot

HubSpot

Eloqua

JavaScript basics

API errors troubleshooting

Job description

Qualified is expanding its Technical Support team to scale our world-class support. As a Technical Support Specialist, you will handle support requests, act as the technical resource for the Success Architect team, and bridge support with engineering.

You’ll work on the cutting edge of sales and marketing technology, wearing many hats to improve customer experience. You will explain complex features to technical and non-technical users, collaborate across teams, and contribute to knowledge base