Technical Support Engineer

7Seventy; United States; Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Paid time off program

Casual and friendly work environment

Support for growth

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Root cause analysis

Technical problem solving

Communication

SaaS knowledge

Education

Bachelor's degree in IT/related field

Equivalent professional experience

Tools

SQL

APIs

CRM Platforms

Web Technologies

SaaS

Job description

Experience: 3+ years of customer service experience, plus several years of professional experience

Core Areas: Technical Support, Support Ticket Management, Root Cause Analysis, SaaS, SQL, Web Technologies, APIs, CRM Platforms

Compensation: $55,000-$70,000 per year

About the Role

The Technical Support Engineer handles customer questions, incidents, support cases, and bug or feature requests while independently managing cases of low to moderate complexity. The role focuses on diagnosing customer problems, performing root cause analysis, configuring customer systems, resolving product issues, and maintaining service levels through effective case management.

What You'll Do

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

Qualifications

Required Experience

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

Required Skills

• Strong technical problem-solving skills with the ability to investigate, reproduce, diagnose, and resolve customer issues.
• Ability to perform root cause analysis and navigate challenging situations professionally.
• Strong written and verbal communication skills with the ability to communicate effectively with customers and professional staff at all levels.
• Excellent organizational skills with the ability to prioritize, manage multiple tasks, and execute work cross-functionally.
• Ability to independently manage support cases of low to moderate complexity and maintain accurate case tracking records.

Education & Certifications

• Bachelor's degree in Information Technology or a similar field of study, or commensurate professional experience.

Preferred Qualifications

• Familiarity with SaaS solutions.
• Paid time off program.
• Casual and friendly work environment.
• Support for personal and professional growth.

Recruitment notice: all communication only happens from authorized email addresses ending [e-mail]. We never ask for payments or sensitive documents. Suspect a scam? Email [e-mail]