Software Technical Support Engineer

Software Technical Support Engineer Job Purpose Responsible for playing a core role in creating the Ultimate Customers' overall experience. He/She will work closely with cross-functional teams towards the objective of offering the best product-value offering, world-class support and retaining these Ultimate accounts as long-term, loyal customers of Luciq. Job Responsibilities Expert on how Luciq product portfolio works; helping our ultimate customers understand the features and all of the benefits that could fit their business needs. Ensure delivery of the best support possible for our high-priority customers through working on customized initiatives, with collaboration with other cross-functional teams. Track all customer issues efficiently & effectively including SLAs, ETAs and updates; and provide them with timely updates. Conduct technical troubleshooting, root cause analysis, debugging and solving technical cases in a highly responsive manner with the highest quality to determine the best technical solution. Work closely with the engineering team on escalated technical issues. Work closely with the product team to communicate feature requests, prioritize issues and development. Work proactively on customer retention initiatives with the customer success team. Identify common customer challenges and proactively find ways to improve our product and processes. Build a knowledge base for Ultimate common cases across the different products with verified solutions and quality standards. Drive operational excellence through quality closures and proper escalation of issues Job Requirements Bachelor’s degree in Computer Science or any equivalent major. 2-4 years of experience providing technical support to engineers, preferably for a B2B product. Customer service experience (bonus for SaaS/tech startup customer support experience). Good ability to lead troubleshooting calls and interact with customers live to debug and investigate technical issues. Experience in reproducing customer environments in order to identify root cause issues. Superb communication and interpersonal skills. Fluent in English verbal & written, a second language is a plus. Good ability to identify customer needs and successfully implement solutions. Good ability to learn and adapt so that you can help and teach others. Multitask efficiently. Experience at a technology startup is a plus