85 Technical Support Engineer Jobs in Austin, TX
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Atlassian is Hiring a Technical Support Engineer Near Austin, TX
ResponsibilitiesYour future teamYou’ll be part of the customer-obsessed Loom Support team, where solving customer issues and advocating for their needs is at the heart of what we do. We collaborate closely with the Product and Engineering teams to ensure fast feedback loops that drive better customer outcomes. As a key member of Loom’s Support Engineering team, you'll play a critical role in ensuring the success of thousands of users, empowering our largest customers to communicate more effectively with video.
Responsibilities
- Reporting to the Technical Support Manager, you'll collaborate closely with our largest customers, delivering a white-glove support experience that enhances retention and loyalty.
- Communicate and troubleshoot with customers through various channels, providing regular updates while liaising with Product and Engineering to resolve customer issues.
- Be an escalation point for your Tier 1 and Tier 2 teams, taking on advanced cases to aid faster resolutions.
- Work with Success and Sales teams to ensure successful pre and post-sale customer resolution, identifying growth opportunities for existing users.
- Monitor and engage with community and social channels, including Slack and Social Media.
- Advocate for our customers by documenting insights and issues with the Product and Engineering teams.
- Create and maintain internal knowledge libraries and contribute to creating technical user-facing content.
- 2-5 years in a Technical Support Engineer, Technical Support Specialist, or Support Engineering role in a customer-facing environment (or similar roles).
- Demonstrated ability to exceed customer expectations with a high degree of empathy, curiosity, and advocacy while diagnosing issues.
- Experience supporting Cloud and SaaS solutions, electron apps (CSS, JavaScript, HTML), and familiarity with distributed computing environments.
- Proficiency in handling user authentication, authorization, and provisioning using OAuth, SSO, and SCIM.
- Ability to embrace team collaboration, contributing to group efforts with a passion for learning new technologies in a customer-facing environment.
- Proficient in analyzing server and client application logs to identify the root cause of errors.
- Experience with database queries using SQL.
- Expertise in handling media (audio and video), familiarity with video transcoding, bitrate, video codecs, display resolution, frame rate, and video quality.
- Troubleshooting protocols such as HTTP, HTTPS, WebSockets, DNS.
Zone A: $97,700 - $105,800
Zone B: $87,900 - $95,200
Zone C: $81,100 - $87,800
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Our Perks & BenefitsAtlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About AtlassianAt Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .
Job Summary
Full Time
$62k-84k (estimate)
08/28/2024
09/07/2024
MOUNTAIN VIEW, CA
3,000 - 7,500
2018
MICHAEL LEE
$5M - $10M
Related Companies
The job skills required for Technical Support Engineer include Technical Support, Troubleshooting, Collaboration, JavaScript, Insight, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Engineer. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Engineer. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technical Support Engineer positions, which can be used as a reference in future career path planning. As a Technical Support Engineer, it can be promoted into senior positions as a Biomedical Engineer III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Engineer. You can explore the career advancement for a Technical Support Engineer below and select your interested title to get hiring information.
If you are interested in becoming a Technical Support Engineer, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Support Engineer for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Technical Support Engineer job description and responsibilities
Responsible for providing technical support to clients in person and remotely.
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Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
01/25/2022: Paramus, NJ
Technical support engineers need to rise above, and not respond with anger or frustration.
03/24/2022: Grand Forks, ND
Technical support specialists provide assistance to customers experiencing technical, software and hardware problems.
02/19/2022: Huntington, NY
They ensure that all technical aspects are functioning optimally.
03/02/2022: Champaign, IL
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Technical Support Engineer jobs
Taking ownership of customer issues reported and seeing problems through to resolution
04/11/2022: Chillicothe, OH
Patience, friendliness, and clear, non-technical communication are necessary to ensure customers don’t feel frustrated or talked down to.
03/29/2022: Orange, CA
A Technical Support Engineer provides customer service for computer hardware and software.
03/30/2022: Grand Forks, ND
Technical support engineers require a variety of hard skills and soft skills.
04/10/2022: Killeen, TX
A Technical Support Engineer duties and responsibilities may revolve around maximizing computer system capabilities and making recommendations.
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Step 3: View the best colleges and universities for Technical Support Engineer.
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