Technical Support Engineer Tier 3

Required Technical Support Engineer Tier 3
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
Youll Own:
Subject Matter Expertise: Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end.
Escalation Management: Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes.
Team Enablement: Educating and upskilling Tier 2 teams by sharing insights, documenting learnings, and delivering trainings to bridge knowledge gaps and improve first-line resolution rates.
Support Tooling: Identifying gaps and advocating for, or creating troubleshooting tooling as needed, to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible.
Youll Solve:
Complex Troubleshooting: Performing root cause analysis, troubleshooting, and resolving issues using a variety of tools, datasets, and cross-functional collaboration.
Recurring Technical Challenges: Aligning closely with R&D teams to communicate recurring technical themes and suggesting improvements.
Customer Obstacles: Reading and understanding code and writing occasional scripts to resolve complex customer issues.
Youll Impact:
Product Quality & Supportability: Collaborating with R&D and Product Management to provide solutions and workarounds, and to implement product features or support tools that ultimately reduce the need for customers to submit tickets.
Support Team Proficiency: Mentoring and enabling support teams to improve technical proficiency and resolution capabilities.