Technical Support Engineer

The Customer Success Team solves complex problems and answers technical inquiries via support tickets, email, chat, social media, and phone. As a Technical Support Engineer on the Customer Success team, you will take the initiative to own and resolve customer issues. You will work to support Enterprise customers utilizing ngrok to solve interesting use cases such as improving developer productivity, building hybrid applications (internal and external), deploying IoT solutions, and collaborating with multiple organizations across unpredictable network configurations. We are the eyes and ears of ngrok, acting as the real-time voice of the customer to help communicate their needs and solve real-world use cases to help build a better service and accelerate future product development.

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Act as a liaison between Customers, Engineering and Sales on customer technical escalations.
• Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap.
• Experience in fostering broad usage of support forums and knowledge repositories.
• Contribute to and maintain repository of ngrok knowledge within support and promote a culture of team knowledge share and collaboration within the Customer Success team.
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

Requirements

• 5+ years of experience in SaaS post sales within Customer Success or Support. 
• Experience documenting customer issues via ticketing and bug reporting systems.
• Hands on self starter and natural problem solver with the ability to balance competing priorities.
• Prior experience in a startup with a passion for winning, big challenges, technology and a good sense of humor.
• A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc).
  
• Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing.
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).
• US-based, and thus legally authorized to work in the United States.

Benefits

Compensation for this role depends on level, but we provide a competitive mix of salary and equity.

We provide a 401(k) with a 100% match up to 3% of your salary and a 50% match up to another 2%.

We provide healthcare, dental, and vision with premiums fully covered on the base plan for employees. Half of premiums are covered for dependents.

We offer unlimited PTO and a culture in which the overwhelming majority of employees take more than four weeks. Your manager is also on the hook for encouraging you to do the same.

About ngrok Inc.

ngrok builds your network defined edge: bring auth, resiliency, and policy to any web service. This involves a lot of hard problems around networking (surprise, right?), reliability, and performance. We build tools for engineers in nearly every Fortune 500 company and are rapidly expanding our offerings targeted at production workloads and use cases.

Our company recruits individuals with a passion for building developer first tooling and a generative organization. We look for systems thinking, thoughtfulness, and a bias for getting things done. This requires building an inclusive organization that sets each individual up to be their best self.