Technical Support Engineer

As a Senior Technical Support Engineer, your role is to thrill our customers with your passion and knowledge of Tonkean. Our Enterprise Customers will look to you for technical guidance and for expert advice on the optimal use of Tonkean. You will be the voice of the customer into Tonkean’s product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. The Technical Support Engineer will provide enterprise level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing inventory of solutions, and more.

WHAT YOU WILL WORK ON

• Develop a deep understanding of Tonkean modules and their specific client use cases.
• Work directly with enterprise level customers and partners to provide technical support.
• Drive technical solutions to complex problems providing in-depth analysis and guidance to Tonkean’s customers and partners using Zoom, Slack, and email.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of solutions
• Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation. Partner with engineering and architect teams in prioritizing and resolving customer requests
• Support and troubleshooting of Tonkean’s ecosystem of application and data integrations.
• Recommend to the Product Management Team improvements to Tonkean.
• Work with the documentation Team to address customer-reported bugs and make needed improvements to integrations.
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues.
• Create and modify platform documentation on the Tonkean knowledge base
• Configure Tonkean to fulfill customer use cases and identify areas of complexity and propose technical solutions
• Provide customers with the expertise on Tonkean integration technical best practices, including guidance and support for module expansion and builds with each customer interaction, educate the customer.

ABOUT YOU

• 6+ years of experience as a Technical Support Engineer, Technical Consultant or Solutions Architect role working with large enterprise level customers. At least 4 of those years MUST be supporting external customers. Previous experience providing consulting or professional services is a large plus.
• Understanding of business operations processes. Especially desirable are the areas of corporate Legal, Procurement, Customer Support/CRM, Sales Operations and HR.
• Experience troubleshooting technical issues using a variety of methods.
• Excellent writing and communication skills in English with great attention to detail.
• Experience creating videos on Loom or a similar platform both internally and externally is a huge plus.
• Enthusiasm for working directly with customers with a high degree of ownership and empathy.
• Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
• Diagnose and troubleshoot complex business operation workflows.
• Experience in troubleshooting in a rapidly changing product environment.
• Exposure/familiarity with REST API and POSTman.
• Experience working with and troubleshooting APIs / Web-hooks.
• Scripting/coding experience in any programming language is extremely helpful.
• Bachelor's degree or equivalent work experience
• Candidates should be flexible with schedule changes to meet business needs

BONUS POINT IF YOU HAVE

• Native-level proficiency in French / Spanish

OUR VALUES

• There Is Always A Way. At Tonkean, we believe that nothing is impossible. There is a solution to every problem - you just need to find it.
• Think People First. We believe in investing in, empowering, and prioritizing people. We work as a team and win as a team. We listen with purpose as we speak with courage. We believe in diversity. We always ask ourselves: Is this giving value to our customers? Is this improving our team? Is this helping me be better?
• Start With Why And Fail Fast. We believe that progress is the only way forward; that action is always better than no action; that innovation requires bravery. We believe that every worthwhile “how” starts with an important “why.” If you know the “why”, and you can learn from it, It’s never a failure. It is the operational cost of progress.
• No BS. To matter, you must - stay focused, keep it simple and always move the needle. We don’t have time for BS. We don’t waste energy; we prioritize efficiency; we stay focused; and we always try to optimize for what’s important.

Tonkean welcomes everyone. We believe every member of our team enriches our diversity and inclusion by broadening our ways of problem-solving for future challenges. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply.