Technical Support Engineer

As a Technical Support Engineer, you'll be an essential part of our Customer Success organization, providing exemplary technical support and maintaining high customer satisfaction. You'll be the first point of contact for customers, addressing their technical issues and ensuring our services run seamlessly. Your role will involve monitoring customer tickets, troubleshooting problems, monitoring alerts for system failures, and executing maintenance tasks to enhance operational efficiency.

What you will do:

• Monitor and respond to customer support tickets within agreed Service-Level Agreements (SLA).
• Participate in customer calls to understand their issues better and provide solutions.
• Proactively communicate with customers to avoid downtime or delays in securely accessing their accounts.
• Escalate bugs & complex issues to the appropriate internal teams, ensuring thorough follow-up and resolution.
• Keep a vigilant eye on system alerts indicating failures or critical issues related to automation workflows.
• Collaborate with Cerby’s engineering team to prioritize improvements to the automation system.
• Analyze user activity and feedback to guide the implementation of new automation.
• Perform routine tasks to support customer needs and operational efficiency.
• Write, improve & maintain knowledge base articles for internal and public documentation.

• Prior experience working on customer service or similar customer-facing teams.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills in English and Spanish.
• Experience with web technologies (HTML/CSS/JS).
• Proven ability to debug scripts and elements using the browser’s developer tools
• Ability to translate complex processes into simple instructions for non-technical users.
• Ability to collaborate with a distributed team across time zones.
• Schedule flexibility to work outside of business hours if required. 

Nice to have:

• Experience with SQL queries.
• Experience using Rest APIs (Postman/cURL).
• Knowledge of version control systems with branching and merging (GitHub).