Technical Customer Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $110,000 - $140,000
Job Description

The Role, In a Nutshell:

As an experienced support professional, you will be part of the Support Engineering organization, working directly with customers and collaborating closely across multiple cross-functional teams.

You are passionate about highly complex technical problem-solving and have a high technical aptitude.

You love to resolve complex technical challenges for customers and use your in-depth knowledge gained through these challenges to improve the customer experience.

Responsibilities
  • Take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex issues and requests related to Chainguard Images.
  • Escalate issues to the Engineering team as needed.
  • Provide timely communication to customers, maintaining prescribed SLAs.
  • Communicate progress of issues and fixes to both technical and non-technical users.
  • Use your problem-solving and creativity to derive solutions for customers.
  • Document detailed investigations of new issues.
  • Prioritize customer cases in your own queue.
  • Drive communication standards for technically complex issues while maintaining a customer-obsessed mindset.
  • Raise issues, bugs, and feature requests to the engineering and product teams.
  • Effectively manage customers and internal stakeholders to proactively drive issues to resolution.
  • Drive requirements for supporting the product along with the wider Go-to-market (GTM) teams.
  • Regularly create and manage Knowledge Base content.
  • Proactively seek out learning opportunities and challenges.
  • Be a team player - collaborate, teach, and learn across several different cross-functional groups.
  • Participate in an on-call rotation for after-hours, holiday, and weekend support coverage.

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