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Company | Paragon |
Address | Los Angeles Metropolitan Area, United States |
Employment type | FULL_TIME |
Salary | |
Category | Embedded Software Products |
Expires | 2023-05-29 |
Posted at | 1 year ago |
We’re looking for a highly motivated Technical Support Engineer to join our team at Paragon! As a key member of our team (and first technical support hire!), you will play a critical role in ensuring our customers have a positive experience with our products and services. You will work closely with Engineering, Support, Success, and Product to triage issues, identify areas for improvement, and develop solutions for our customers' challenges.
- Assist in enhancing our knowledge base and help center content based on customer support trends
- Collaborate with Customer Success to help provide support trends/insights for QBRs
- Collaborate with product and engineering teams to report issues/bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends
- Identify areas for improvement in the product based on customer feedback
- Triage issues with engineering, answer questions about the product, and provide feedback on customer implementations
- Communicate with customers via Zendesk, Slack, or Zoom sessions, clearly explaining solutions and providing advice on specific capabilities of the Paragon platform
- Become an expert on the Paragon platform and related solutions - serve as key point of contact for clients during and after the product implementation phase
- Continuously acquire deep product knowledge and learn new technologies
- Ability to collect, analyze, and make business recommendations with data
- 2 - 3 years of coding experience, ideally in JavaScript
- Strong verbal and written communication, including active listening, conflict resolution & customer empathy
- Ability to keep track of the many different cases and provide frequent updates to customers
- 2 - 4 years of experience in a customer-facing implementation engineering role or similar
- Enjoy having autonomy while actively seeking out team for advice and solutions where needed
- Experience utilizing and troubleshooting APIs and comfortable interpreting and leveraging API documentation
- Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems
- Annual team retreats
- Unlimited PTO
- New laptop/equipment of your choice
- Top of the line health, dental, and vision insurance
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