Product Support Engineer (Tier 2 + 3)

What you will do
  • Act as the initial point of contact for all Datsrails product related concerns from internal and external customers seeking support through the Zendesk ticketing system
  • Manual testing of product, updating and maintaining our bug tracking system
  • On-board, support, and engage customers to deliver high customer satisfaction, advocacy, and loyalty
  • Perform in-depth troubleshooting varying from database analysis and reading system logs and dashboards, to identifying and solving complex support issues that were escalated from tier 1 product support
  • Manage and solve assigned cases by providing the best support solution given the client's needs
  • Write technical notes and troubleshooting procedures to be used by customer success and support teams
  • Work closely with R&D and product team to ensure efficient issue resolution, investigating and escalating bugs, raise flags about wide and urgent issues
  • Investigate the root cause of issues by isolating the problem and identifying implementation, technical or knowledge gaps
what we need
  • 2+ years of experience in a similar technical support position; B2B and SaaS product is preferable
  • Experience with inspecting and diagnosing web applications and network activity and reading system logs
  • Experience with in-depth troubleshooting and investigation of production issues and bugs
  • Knowledge in networking, software development operations and life cycle 
  • Strong interpersonal and communication skills in English
  • Customer facing experience
  • Excel proficiency 
  • Experience with Zendesk and Jira - an advantage
  • QA\ Software development experience - an advantage
what we offer
  • We offer a supportive, agile and creative work environment with brilliant colleagues
  • Competitive compensation, ongoing recognition, and most of all, a chance to learn, contribute and develop your skills
  • Opportunity to join an explosive industry, a successful and growing organization, and an unmatched leadership team, passionate about their employees
  • Most of all we will give you fun, enthusiasm, support, a passion for healthy living, and never a dull moment

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In a nutshell, what does Datarails do?
Datarails automates the creation of financial reports and unites all your data in one place.
Who are Datarails' customers?
Finance professionals in SMBs (organizations with 50-2000 employees).

We want to make sure everyone has an equal chance to participate and make a difference. Datarails is an equal opportunity employer and prioritizes building a diverse and inclusive workplace.

We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state, and local laws.

Datarails’ policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.