Product Support Engineer

Key Responsibilities:

Work and resolve incidents and escalations for both internal and external customers.
Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.
Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
Collaborate with development and product management teams on shared objectives and product road maps.
Respond and communicate with the customer through various channels of communication (email, phone, chat)
Create technical documents and knowledge base articles
Document customer issues
Adhere to SLAs and strive to deliver excellent customer service
Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
Maintain excellent organizational, written and oral communication skills
Possess a strong sense of urgency