Taking ownership of support queue for SMB to enterprise customers
Handle and triage front-line support requests from customers, escalating and coordinating with Support Management/Engineering when necessary, including on-call support schedule - Handle customer communications during incidents, defect tracking, bug reporting, feature requests
Assist with QA and release coordination with Engineering and Product
Project manage implementation and work with Customer Success with newly signed customers
Help improve internal and external documentation
Nice to haves
BS degree in relevant field
Deep understanding with third-party integrations, API, and MongoDB infrastructure
Experience with DataDog, SumoLogic, and Clubhouse
Experience with on-call scheduling for system issues/scheduled maintenance
Requirements
3+ years of technical support in Saas or related company
3+ years in client communications with SMB to enterprise customers
Hands-on experience with Zendesk, Google Suite, PagerDuty, GitHub, and Slack
Desire to work in a startup
Desire to work with clients via on-sites and other channels