Technical Support Engineer

2 weeks ago

Gisborne, New Zealand Ngrok, Inc. Full time

The opportunity
The Customer Success Team solves complex problems and answers technical inquiries via support tickets, email, chat, social media, and phone. As a Technical Support Engineer on the Customer Success team, you will take the initiative to own and resolve customer issues. You will work to support customers utilizing ngrok to solve interesting use cases such as improving developer productivity, building hybrid applications (internal and external), deploying IoT solutions, and collaborating with multiple organizations across unpredictable network configurations. We are the eyes and ears of ngrok, acting as the real-time voice of the customer to help communicate their needs and solve real-world use cases to help build a better service and accelerate future product development.
Responsibilities

Working with self-service customer billing, account, and licensing related issues including payment and refunds.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
Act as a liaison between Customers, Engineering and Sales on customer technical escalations.
Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap.
Experience in fostering broad usage of support forums and knowledge repositories.
Contribute to and maintain repository of ngrok knowledge within support and promote a culture of team knowledge share and collaboration within the Customer Success team.
Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

Skills

Must be located on the East Coast, in EDT time zone.
3+ years of experience in SaaS post sales within Customer Success or Support.
Experience documenting customer issues via ticketing and bug reporting systems.
Hands-on self-starter and natural problem solver with the ability to balance competing priorities.
Prior experience in a startup with a passion for winning, big challenges, technology and a good sense of humor.
A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc).
Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing.
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).

Tier 1 (SF, LA, Seattle, NYC): Minimum OTE of $108,000 to maximum $135,000 OTE (90% base, 10% variable).
Tier 2 (rest of US): Minimum OTE of $100,000 to maximum $125,000 OTE (90% base, 10% variable).
Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), internal equity with other team members, market data, and specific work location.
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