What are the responsibilities and job description for the Customer Support Engineer position at Explo?
We are looking for a passionate and detail-oriented Customer Support Engineer to join our Customer Success team. In this role, you will serve as the technical backbone of customer support, working closely with clients to solve complex issues and ensure an exceptional user experience.
Key Responsibilities
Must-Haves:
Key Responsibilities
- Customer Support:
- Provide timely and effective support to customers via email, chat, and phone, addressing technical inquiries and resolving issues related to our data analytics and product development platforms.
- Analyze and troubleshoot software issues, bugs, and configurations, escalating to engineering teams when necessary.
- Problem Solving:
- Investigate and reproduce technical issues reported by customers to identify root causes.
- Proactively provide solutions or workarounds and communicate them clearly to the customer.
- Technical Expertise:
- Become a product expert by deeply understanding the architecture, functionality, and best practices of our solutions.
- Assist customers in API integration, data migrations, and custom implementations as needed.
- Documentation and Knowledge Sharing:
- Contribute to and maintain internal and external knowledge bases, including FAQs, troubleshooting guides, and training materials.
- Provide feedback to product and engineering teams to enhance product usability and functionality.
- Customer Advocacy:
- Act as the voice of the customer within the company, identifying trends in issues to help shape product development priorities.
- Collaborate with cross-functional teams to ensure customer success and satisfaction.
Must-Haves:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 3–5 years of experience in a technical support or customer-facing role, preferably in a software company.
- Strong technical troubleshooting skills and familiarity with debugging tools.
- Proficiency in SQL.
- Basic experience in at least one programming language (e.g., Python, JavaScript).
- Knowledge of APIs, integrations, and cloud platforms (e.g., AWS, Azure, or GCP).
- Excellent verbal and written communication skills with a focus on customer empathy.
- Experience in the data analytics or product development domain.
- Familiarity with tools such as JIRA, Postman, Zendesk and monitoring platforms.
- Knowledge of BI tools like Tableau, Power BI, or similar platforms.
