Escalated Support / Product Expert I

We are seeking an experienced Technical Support / Product Expert to join our market-leading, fast-growing, event ticketing technology company. As a Technical Support / Product Expert, you will report to and learn from the Product Owner, be accountable to the Support Organization, and will collaborate closely with our Customer Support, Product, and Development teams to provide subject matter expertise to our customer service representatives and conduct thorough troubleshooting for escalated issues. Additionally, you will continue to learn about the product features and functionality, and serve as an interdepartmental resource.
Responsibilities: Learn from the Product team to understand product functionality, feature set, roadmap milestones, and best practices for optimal usage to become a subject expert Work closely with the Product teams to ensure customer-reported issues are properly prioritized and assigned, collaborating and contributing to development tasks as needed Take ownership of escalated JIRA tickets and diligently troubleshoot issues until resolution, engaging any necessary teams or resources Provide regular (daily) updates to CSR team on escalations and be available to answer questions about new issues that arise and find workarounds if possible Create comprehensive documentation, including How-to articles for the product and troubleshooting processes Schedule training with internal CSR and Account management teams when features are launched or functionality changes Work cross-functionally on process and communication improvements
Requirements: 3+ years combined experience in a Technical / Escalated Support, Product, or SaaS team role Passionate about creating solutions, and solving problems – in the right way, at the right time, and for the right reasons. Be teachable, open to giving and receiving feedback, and demonstrate success in your discipline on a consistent and transparent basis Break down complex systems and processes so they can be easily understood, and communicates to other people within the organization
Preferred Qualifications: Ticketing Industry experience Experience with JIRA, Intercom, Logflare, DynamoDB, Sync are all a plus Atlanta, GA based with the ability to work a hybrid in-person schedule At Automatiq, we are committed to providing competitive pay and benefits. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, and specific office location. The annual base salary for this position is $70,000 - $95,000 and will vary based on a candidate's qualifications, skills and competencies, as well as location. Automatiq is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws. Powered by JazzHR