Support Engineer


: $95,170.00 - $147,950.00 /year *

Employment Type

: Full-Time


: Engineering

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Were excited to add to Abstracts growing Support team with the role of Support Engineer. With a strong focus on quality, human support, we seek someone who is naturally driven to put the customers experience first. Providing efficient, creative, and personalized solutions is at the heart of what we do. Youll work alongside the Support team and across departments as the voice of the customer to ensure Abstract is continually learning and growing from customer feedback, questions, and technical challenges. ? What You'll Do: Understand and effectively identify accurate solutions to complex technical issuesabout our web and desktop applications, Git and Abstract workflows, and our API and SDK Prioritize, own, and drive customer issues to final resolution Clearly communicate pertinent data and information to our customers and internal Abstract teams Engage with the development and product teams to escalate bugs, solve problems, or obtain missing information Consistently seek and provide proactive support: anticipate customer questions, inform customers of issue alerts, upgrades, product features, and best practices Effectively collaborate cross-functionally to drive customer elation Work with our engineering team to prioritize issues and our documentation team to improve internal and external communications Join a Support team with worldwide customers which may occasionally result in evening, weekend, and/or holiday work What You'll Bring: Professional experienceproviding human support by personalizing correspondence and establishing a welcoming atmosphere for customers Outstanding fault isolation skills and an insatiable drive to resolve customer issues Experience programming with Ruby, Go, JavaScript, Obj-C, or other languages Ability to look through various logs for debugging purposes Familiarity or interest with design and creative tools like Sketch and/or Adobe products Familiarity with intermediate network concepts/tools Scaled alongside a support team in a technical or start-up environment, preferably with a SaaS product Excel at working in non-traditional and/or remote work environments Experience with help desk software(e.g.Zendesk, Jira, Salesforce, etc) Experience with version control systems Helpful, bonus skills: Web and/or Desktop application development experience Familiarity with Git, SQL, and databases Experience with crafting internal and external facing documentation * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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