Senior Support Engineer

The mission of the Lithic support team is to enable customers to optimally utilize the Lithic platform. Our role involves troubleshooting, informing, alerting, educating, and establishing a framework that allows both the customer and Lithic to grow and scale. We are looking to recruit a Senior Support Engineer to further our mission, which includes participating in after-hours on-call rotations as needed.

Job Responsibilities:

• Deliver world-class customer support via email, primarily through Zendesk and Slack, with the occasional Zoom call.
• Be on call periodically to handle urgent customer issues that arise outside of business hours.
• Serve as the primary advocate for our customers, effectively communicating their needs and concerns to our Product and Engineering departments.
• Recognize and analyze recurring customer issues, ensuring resolution by liaising with cross-functional teams like product, engineering, etc.
• Create, update, and maintain comprehensive documentation detailing product usage, troubleshooting guidelines, and both internal and external customer processes.
• Utilize strong diagnostic skills to identify customer issues by analyzing logs, reproducing API behavior, and understanding the full cycle of the payments process.
• Keep a keen eye on customer activity via our in-house tools, and proactively engage with customers when required.
• Conduct regular training sessions to enhance colleagues' understanding of various processes and procedures.
• Aid the Sales team by demonstrating our product, conducting walkthroughs, and guiding customer inquiries to relevant stakeholders.
• Employ data analysis skills to identify trends in support issues, and coordinate with internal teams to improve the product based on customer feedback.
• Provide assistance to internal teams on company initiates on an ad hoc basis.

Qualifications:

• Excellent written and verbal communication skills, with the ability to explain complex topics in an easy-to-understand manner.
• Proficiency in working with support ticketing systems such as Zendesk, ServiceCloud, JIRA, and Notion. Strong hands-on experience with the command line, APIs, Node.js, and Python.
• High proficiency in SQL, with the ability to write complex queries.
• Demonstrated problem-solving skills, with a strong focus on detail and the ability to think critically.
• Proven experience in a customer-facing role within a SaaS company. Strong technical acumen, with the ability to learn new technologies quickly.
• Excellent time-management skills, with the ability to handle multiple tasks concurrently while maintaining high levels of quality and customer satisfaction.