Front Line Support Engineer

You will serve as the first point of contact for customers and resolve technical issues with empathy precision and urgency. You will provide real time support manage cases document resolutions escalate complex problems participate in incident calls and identify recurring issues that can be improved.

Responsibilities

• Advise and advocate for customers
• Provide real time support through Slack and other communication tools
• Resolve technical issues with the SaaS platform
• Escalate complex issues to the Senior Support Team
• Identify and resolve recurring issues
• Document support cases clearly
• Participate in critical incident war room calls
• Keep customers informed during incidents
• Follow and improve business processes

Requirements

• 1 to 2 years of experience in customer support or a similar role
• Strong troubleshooting skills
• Excellent written and verbal communication skills
• Experience building strong customer relationships
• Experience managing and resolving complex issues
• Ability to adapt to changing customer needs
• Commitment to continuous learning
• Experience supporting SaaS solutions or working in financial services or technology is preferred
• Familiarity with databases and scripting languages such as Python or JavaScript
• Familiarity with Coralogix Kibana Grafana or LogStash
• Understanding of blockchain technologies and cryptographic principles is preferred

Benefits

• Target bonus
• Equity grant