The Technical Support Engineer will engage customers directly to troubleshoot complex web applications and relational database questions with in depth knowledge of our Caspio platform. This position will resolve escalations from Tier 1 and interact with other internal departments to resolve issues while maintaining updates with the customer.

Responsibilities

• Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
• Answer questions about the standard features and capabilities of our platform from customers and create a demo environment as needed.
• Research, troubleshoot, and resolve complex technical issues and serve as the point of contact for customers, providing updates until full resolution.
• Evangelize customers and recommend solutions to meet customers’ needs and promote new features and extensions as appropriate.
• Conduct 1-1 technical sessions with customers on more complex questions including review and consultation of application and relational database design, establishing table relationships, training on standard features, and minor customizations / enhancements.
• Work cross-functionally to communicate customer feedback, pain points, feature requests, and make recommendations to internal teams regarding the product and service quality as a customer advocate.
• Perform UAT during product releases and report bugs to the Product team.
• Share and contribute to process improvements, FAQs, resources, and support guidelines to spread knowledge and positively impact customer satisfaction.

Qualifications

• BS Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.
• At least 3-4 years of experience in a technical support role serving as Level / Tier 2.
• Previous experience resolving escalated inquiries through various support channels including phone, live chat, email, tickets, screen share sessions, etc.
• Proficiency in relational databases, including database design and table relationships.
• Working knowledge of web programming technologies and languages including HTML, CSS, Java Script, and SQL queries to troubleshoot web applications.
• Strong product knowledge and expertise with the ability to build basic to complex web applications.

What You Need to Succeed

• Knowledge of commonly used concepts, practices, and procedures within cloud-computing industry.
• Excellent written and verbal communication and presentation skills with high attention to detail.
• Ability to articulate complex technical subject matter in a clear and easy to understand manner to both technical and non-technical audiences.
• Outstanding interpersonal and relationship-building skills with a high degree of responsiveness and integrity.
• Ability to anticipate, comprehend, identify, prioritize, and meet the needs of internal and external customers while providing excellent customer service.