L3 Tech Support Engineer

Company Description

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to help the helpers, our innovative and award-winning SaaS solutions help improve outcomes in human services.

Job Description

About the Role
We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. In this role, you will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers. You will assist customers with complex inquiries, and ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.

The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.

Key Responsibilities

• Deliver exceptional technical support via email, chat, and other communication channels.

• Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.

• Use tools like Postman and APIs to troubleshoot and resolve integration issues.

• Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.

• Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.

• Collaborate with engineering teams to address and resolve product bugs or systemic issues.

• Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.

• Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.

• Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.

• Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.

• Leverage knowledge bases and online resources to resolve customer issues effectively.

• Balance and prioritize multiple tasks and inquiries in a fast-paced environment.

• Stay up to date on product knowledge and industry trends to deliver informed support.

Qualifications

Skills

• Advanced diagnostic and analytical skills

• Exceptional written and verbal communication

• Ability to work independently and collaboratively

• Strong organizational skills to manage multiple priorities and incidents effectively

Work Environment

• This is a remote role. Occasional travel for company-wide or team-specific events is required.

• Flexibility for on-call rotations or after-hours support may be required. (Primarily M - F 8am to 8pm ET, not on holidays)

Required:

• 5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations

• Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc.

• Strong understanding of software troubleshooting, integrations, and systems.

• Experience with ticketing systems such as Zendesk, Jira, or HubSpot.

• Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users.

• Strong analytical and problem-solving skills with attention to detail and follow-through.

• Proven ability to manage time effectively and prioritize in a dynamic environment.

• Service-oriented mindset with empathy for customers in all circumstances.

Preferred:

• Previous experience in SaaS or software customer support.

• Proficiency in scripting or coding (HTML, CSS, JSON, and XML).

• Strong understanding of incident management frameworks

• Bachelor’s degree in Computer Science, Information Technology or related field; equivalent work experience considered.

Why Join Us?

• Competitive salary and benefits.

• Opportunities for professional growth and development.

• Collaborative and supportive team environment.

• The chance to make a real difference by supporting those who help others.

Compensation: $70,000 - 80,000 Salary + Bonus + Benefits

Demo of Casebook: https://play.goconsensus.com/ac9bc58df

Additional Information

In addition to salary, this position includes a full benefits package including employer funded health insurance for employees, as well as their spouse/ domestic partner and children, 401k, and three weeks vacation time.