Jr. Product Support Engineer

Role Overview

The Jr. Product Support Engineer is responsible for managing and resolving Tier 1 data delivery issues and support requests, ensuring timely responses and adherence to SLAs. This role involves monitoring active-hours alerts, addressing support items efficiently, and escalating issues when necessary to maintain data pipeline reliability. The engineer is expected to track and manage individual quarterly goals, participate in continuous improvement tasks and training, and contribute to documentation for support team knowledge. Proficiency in tools such as AutoTask, OpsGenie, and Palo Alto Firewall/VPN whitelisting is essential for executing daily tasks.

Responsibilities

• Provide first-level customer support, serving as the initial point of contact for users experiencing issues with our products via phone, email, or chat.
• Participate in continuous improvement initiatives to enhance product support efficiency and effectiveness.
• Proactively monitor inbound queues and internal Teams channels for high priority issues and communicate statuses to reporters.
• Diagnose and solve basic technical problems related to our products.
• Identify cases requiring advanced resolution paths and escalate to Tier 2 Support Specialists or Feature DEV teams using proper routing protocols.
• Clearly and concisely document all support cases and track resolutions in a ticketing system.
• Maintain strong knowledge of company products and stay updated on product changes.
• Work to resolve issues within defined timelines as per the SLAs.

Requirements

• Associates degree or two years in a product support role preferred.
• Minimum two years of experience in troubleshooting or other technical role preferred.
• Ability to tailor communication to development, business, client, and stakeholder audiences.
• Ability to multi-task and manage time effectively.
• Strong critical thinking skills regarding process enhancements.
• Strong interpersonal and client service skills.
• Familiarity with using project management software like Jira.

Skills

• AutoTask
• OpsGenie
• Palo Alto Firewall
• Jira
• VPN

Benefits

• Opportunity to work in the booming field of cloud, data management and analytics.
• Work with cutting-edge technology in a casual, fun environment.
• Be a part of a local company committed to making a difference in our community.
• Competitive salary and benefits package.