Senior Technical Support Engineer

💡 Who We Are

Hi there! We're Carbyne, and every day, we're on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we're building a cutting-edge platform that helps save lives—think live video streaming , real-time chat , and precise location tracking.

Our tools enable emergency teams to respond faster and more effectively, ensuring that assistance reaches those in need. ! Over 400 million people around the world benefit from our partnerships with tech giants such as AWS, Microsoft, Google, and AT&T.

Are you ready to make a difference with us? Let's do this!

🚀 About The Role

Carbyne is looking for a bright, passionate and talented Technical Support Engineer (Tier-2) to support our customers and global teams in their use of Carbyne's platform and to ensure ongoing success with our rapidly growing company.

The Technical Support Engineer is a key part of our Global Operations team. As part of this role, you will work directly with our customers, partners, and other internal customer facing and engineering departments to maintain a complex SaaS infrastructure and adhere to a strict SLA.

Your working day will include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes and helping to drive the quality of our customers' experience with Carbyne solutions. Furthermore, you will be part of a growing team and as such will help to scale our monitoring capabilities, support methodologies and CRM platforms.

🎯 Here's What You'll Be Doing

• Cross-Team Collaboration: Work closely with our development, QA, Product, and customer success teams to ensure effective communication and collaboration throughout the Global Operations organization. Proactively engage with stakeholders to address technical issues and provide timely support
• Ownership: Take ownership of technical issues reported by customers, partners and internal teams, resolve problems efficiently, and ensure customer satisfaction. Act as the primary point of contact for technical escalations, providing expert-level troubleshooting and issue resolution
• Proactive approach: Anticipate potential technical challenges and take proactive measures to prevent them. Identify areas for improvement in our systems and processes, and propose and implement innovative solutions to enhance efficiency and customer experience
• Monitoring expertise: Leverage your deep understanding of monitoring software and hardware, such as Datadog or similar tools, to monitor and maintain the performance and reliability of our emergency response platform. Proactively identify and resolve any issues related to system performance, network connectivity, or hardware failures
• Escalation workflow: Utilize deep understanding of critical escalation processes to assess and prioritize urgent technical issues. Serve as a subject matter expert, swiftly resolving high-priority incidents through timely communication, escalation, and resolution to minimize downtime and customer impact. Collaborate with internal teams and stakeholders to enhance critical escalation workflows and ensure efficient incident management
• Knowledge Base expertise: Develop technical articles, troubleshooting guides, and FAQs to facilitate efficient issue resolution and self-service support. Continuously update the knowledge base with new solutions and best practices to ensure accurate and up-to-date information for both internal teams and customers
  
  

• At least 4+ years of experience, demonstrating substantial experience as a Technical Support Engineer (Tier-2/Tier-3) or in a similar role in a SaaS company, showcasing a strong emphasis on cross-department collaboration and taking ownership of responsibilities
• Hands-on experience with monitoring tools like Datadog or similar software and hardware systems
• Strong analytical capabilities and problem-solving aptitude, enabling effective troubleshooting of complex technical issues
• Strong proficiency in cloud computing platforms, particularly AWS (Amazon Web Services) or similar platforms like Azure or Google Cloud Platform
• Identify and escalate critical issues to the appropriate internal channels, ensuring timely response and testing, and communicate the resolution to all relevant stakeholders
• Communicate clearly and effectively with customers, partners and internal teams regarding issues impacting their service, ensuring efficient resolution and minimizing downtime
• Retain a proactive approach and demonstrate the ability to anticipate and prevent potential technical challenges before they occur
• Thrive in a fast-paced and agile environment, adapting to changing requirements and delivering results within specified timeframes
• Familiarity with data tools and the ability to derive valuable insights from system metrics and logs is a desirable asset
• Cognizance with project management methodologies and practices to effectively contribute to projects and initiatives within the organization - A Plus!