Technical Support Engineer (Frontline)
Skills
- 1–3 years in SaaS technical support or customer-facing troubleshooting roles
- Familiarity with web technologies: HTML, XML, JavaScript, REST APIs
- Experience with relational databases and SQL
- Experience with application configuration, user roles, and permissions
- Experience using Salesforce Service Cloud or similar CRM
- Strong analytical, written, and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
Responsibilities
- Serve as first point of contact for customer inquiries via cases and phone
- Troubleshoot configuration, workflow, scripting, integration, and performance issues
- Replicate reported issues in controlled environments and validate fixes
- Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce
- Escalate complex defects to Backline Engineers, Product Management, and Cloud Operations
- Own cases through resolution or proper handoff with timely updates and clear communication
- Contribute to and maintain the knowledge base with solutions, FAQs, and process improvements
- Participate in swarm sessions for rapid resolution of widespread or critical issues
- Meet or exceed KPIs for response time, resolution time, and customer satisfaction
- Represent the voice of the customer and provide product feedback
Education
- Associate’s or Bachelor’s degree in Computer Science, IT, or related field preferred
- Relevant work experience can substitute for formal degree
Benefits
- Competitive base salary ($65,000–$70,000) plus discretionary annual bonus target
- Flexible time off and comprehensive medical, dental, and vision plans
- Family planning benefits and employee assistance programs
- 401(k) retirement savings plan with company match
- Health savings account with company contributions and flexible spending account
- Life, accident, and disability coverage, plus business travel insurance
- Remote-first work environment and professional development opportunities
- Equal Opportunity Employer with accommodations for applicants
Average salary estimate
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