Personalized Support Engineer

&Role & responsibilities

• Provide one-on-one technical support to customers through various channels (email, chat, phone, video calls)
• Analyze and troubleshoot complex technical issues with personalized approaches based on customer skill level and context
• Build and maintain strong relationships with assigned customers, understanding their unique workflows and requirements
• Create customized documentation, guides, and tutorials for individual customer needs
• Collaborate with product and engineering teams to escalate issues and communicate customer feedback
• Proactively monitor customer accounts to identify and resolve potential issues before they impact operations
• Conduct personalized onboarding sessions and training for new customers
• Track and document all customer interactions in CRM systems
• Contribute to knowledge base articles and internal support resources

Required

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 1-3 years of experience in client-facing technical role, preferably the ability to understand and troubleshoot issues with cloud solutions
• Supporting customers with service level agreements (SLAs), preferably in hours, utilizing a ticket system
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication abilities
• Ability to explain technical concepts to non-technical users
• Experience with ticketing systems and CRM platforms
• Customer-focused mindset with high empathy and patience

Preferred candidate profile

• Coming from a technical background
• Experience working with top tier customers.
• Experience working with REST APIs.
• Experience working with JIRA, Confluence, Airtable and other project tools.
• Basic understanding of Programming, Scripting & API Integration,