Our client is a fast-growing, innovative SaaS startup based in Dallas that’s making waves in the enterprise tech space. They’ve been recognized as one of the Top Startups in 2024 and are known for their culture of high-character, driven professionals who are reimagining how the modern enterprise works.
This role is perfect for someone who thrives in a dynamic, fast-paced environment and wants the opportunity to make a big impact. The team is small but incredibly talented, giving you the freedom to self-promote, take ownership, and grow alongside the company.
The Role:
As a Product Support Engineer , you’ll play a critical role in supporting customers and the sales team. You’ll troubleshoot issues, answer technical questions, and ensure the seamless functionality of their cutting-edge technology. The company is looking for someone who’s obsessed with delivering an exceptional customer experience, eager to learn, and ready to dive deep into innovative technologies.
What You’ll Do:
• Provide top-tier technical support to enterprise customers via email, phone, and chat.
• Troubleshoot technical issues and deliver solutions by deeply understanding the product and its integration into client systems.
• Collaborate with internal teams (development, QA, etc.) to resolve escalated issues.
• Document interactions and create a robust knowledge base for customers and internal teams.
• Offer feedback from customer interactions to contribute to product improvements.
• Handle off-hours support when needed, ensuring customers are always covered.
What They’re Looking For:
• 5+ years of hands-on experience in technical support roles working with enterprise customers.
• Strong understanding of UDP and TCP.
• Startup company experience and the ability to thrive in a fast-moving, agile environment.
• Solid knowledge of network/security tools (Okta, Zscaler, SIEM) and OS systems (Windows, Mac, Linux).
• Strong debugging skills for Windows applications and a deep understanding of HTTP protocols.
• Familiarity with tools like Salesforce, Jira, and Confluence, plus experience with log systems like Coralogix and Sentry.
• IT skills, including setting up virtual machines and configuring environments.
Bonus Points For:
• A Bachelor’s degree in Computer Science, Engineering, or a related field.
If this sounds like the kind of opportunity where you’d thrive, send us your resume Let’s chat confidentially and see if this could be the next big move for your career!