Technical Support EngineerRole Summary
The Technical Support team member is responsible for providing day-to-day customer support, technical guidance, and enablement for assigned accounts or partners. This role serves as the first line of support for customer questions, assists with use case development, and helps customers build confidence in using AI solutions effectively. The position also plays an important role in identifying when issues should be escalated to senior team members or the Support organization.
Core Responsibilities
- Serve as the first point of contact for customer and partner technical inquiries
- Support assigned reps, MSPs, or customer accounts with day-to-day needs
- Assist customers with use case development and solution building
- Provide AI education and product guidance to support adoption
- Troubleshoot basic technical issues and determine when escalation is needed
- Escalate bugs, broken functionality, or more complex technical issues to the appropriate internal teams
- Partner with Experience Engineers and senior team members to ensure continuity across the customer journey
- Help customers navigate onboarding-related questions, adoption needs, and best practices
- Document recurring questions, challenges, and customer feedback to improve internal processes and customer experience
Primary Focus
This role is focused on delivering scalable customer support and enablement while serving as the first line of technical assistance. The Technical Support team helps drive adoption, improve customer confidence, and ensure issues are routed quickly and effectively.
Skills and Qualifications
- Strong communication and customer service skills
- Ability to explain technical concepts in a simple, customer-friendly way
- Interest in AI, technology, and customer enablement
- Strong problem-solving and troubleshooting ability
- Ability to manage multiple customer needs and priorities at once
- Comfort working cross-functionally with customer-facing, product, and technical teams
- Organized, detail-oriented, and proactive in follow-up
Measures of Success
- Timely response to customer and partner inquiries
- Strong customer satisfaction and support experience
- Increased customer confidence and adoption through education and guidance
- Effective identification and escalation of technical issues
- Consistent support for use case development and customer enablement
