Software Technical Support Engineer

Job Purpose

Responsible for playing a core role in creating the Ultimate Customers' overall experience. He/She will work closely with cross-functional teams towards the objective of offering the best product-value offering, world-class support and retaining these Ultimate accounts as long-term, loyal customers of Luciq.

Job Responsibilities

• Expert on how Luciq product portfolio works; helping our ultimate customers understand the features and all of the benefits that could fit their business needs.
• Ensure delivery of the best support possible for our high-priority customers through working on customized initiatives, with collaboration with other cross-functional teams.
• Track all customer issues efficiently & effectively including SLAs, ETAs and updates; and provide them with timely updates. 
• Conduct technical troubleshooting, root cause analysis, debugging and solving technical cases in a highly responsive manner with the highest quality to determine the best technical solution.
• Work closely with the engineering team on escalated technical issues.
• Work closely with the product team to communicate feature requests, prioritize issues and development.
• Work proactively on customer retention initiatives with the customer success team.
• Identify common customer challenges and proactively find ways to improve our product and processes.
• Build a knowledge base for Ultimate common cases across the different products with verified solutions and quality standards.
• Drive operational excellence through quality closures and proper escalation of issues

Job Requirements

• Bachelor’s degree in Computer Science or any equivalent major.
• 2-4 years of experience providing technical support to engineers, preferably for a B2B product.
• Customer service experience (bonus for SaaS/tech startup customer support experience).
• Good ability to lead troubleshooting calls and interact with customers live to debug and investigate technical issues.
• Experience in reproducing customer environments in order to identify root cause issues. 
• Superb communication and interpersonal skills.
• Fluent in English verbal & written, a second language is a plus.
• Good ability to identify customer needs and successfully implement solutions.
• Good ability to learn and adapt so that you can help and teach others.
• Multitask efficiently.
• Experience at a technology startup is a plus