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Mid LevelFull-timeRustGitAI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer to join our Customer Success team at Ironclad. This role involves providing exceptional support to customers and collaborating with cross-functional teams to ensure a positive customer experience.
Key Responsibilities
- →Provide responsive and exceptional support to new and existing customers via email and phone.
- →Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering.
- →Work cross-functionally with Customer Success Managers and Legal Engineers to create an exceptional post-deployment customer experience.
- →Identify and author knowledge base articles for product features and FAQ's and how-to.
- →Leverage your customer interactions to help improve product roadmap and customer experience.
- →Develop and document best practices for support process improvements and triaging of product feedback and enhancements.
Requirements
- ✓2+ years of experience in a customer service and/or technical support role.
- ✓Strong technical aptitude and exceptional communication skills (written and verbal).
- ✓An empathetic mindset with the drive to advocate for our customers.
- ✓Ability to appropriately prioritize and escalate customer issues.
- ✓Excellent troubleshooting and deep analytical skills.
- ✓Experience and desire to work cross-functionally.
- ✓Team and goal-oriented. High output; low ego.
- ✓Live chat experience.
- ✓Basic knowledge of ServiceCloud or other customer service software.
Benefits
- ★100% health coverage for employees (medical, dental, and vision), and 75% coverage for dependents with buy-up plan options available
- ★Market-leading leave policies, including gender-neutral parental leave and compassionate leave
- ★Family forming support through Maven for you and your partner
- ★Paid time off - take the time you need, when you need it
- ★Monthly stipends for wellbeing, hybrid work, and (if applicable) cell phone use
- ★Mental health support through Modern Health, including therapy, coaching, and digital tools
- ★Pre-tax commuter benefits (US Employees)
- ★401(k) plan with Fidelity with employer match (US Employees)
- ★Regular team events to connect, recharge, and have fun
- ★Opportunity to help build the company you want to work at
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