Saas Senior Technical Support Engineer

Function as primary customer contact for all assigned support cases.

Write thorough and detailed case documentation to meet objectives for Case Quality and Customer Satisfaction scores • Proactively take ownership and responsibility for support cases where and when required • Collaborate with Internal Engineers on more complex issues • Contribute to the development of internal tools that can be used during triage and issue restorations • Escalate customer issues to the Support Manager as appropriate • Participate in team projects that enhance the quality or efficiency of support • Participate in after-hours and on-call support as needed

Act as a escalation and senior support level 2 and 3 engineer for support cases.

Collaborate with internal engineers to solve more complex issues.