Position Overview: We are currently seeking a Product Support Engineer. The ideal candidate will have a background in customer service, while problem-solving and demonstrating a high competency in communicating complex technical issues to both technical and non-technical audiences via phone, email, and chat mediums. Advanced time management skills can work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
This is a full-time, salaried position reporting to the VP of Engineering. This position can be fully remote.
Responsibilities:
- Responsible for customers running Mursion software smoothly
- Redefine Product Support processes and tools to push the excellence bar
- Participate as Mursion tech team representative on Client or internal prep Calls as requested.
- Assist Sim Specialist managers with onboarding tasks, including station setups, software/hardware installation, bandwidth testing, and troubleshooting.
- Running real-time phone or remote access sessions with customers
- Effectively resolve customer inquiries in a considerate, accurate, and timely manner.
- Investigate and resolve escalated customer issues through troubleshooting, reproduction, and identify creative workarounds to support customers.
- Become an expert on Mursion’s products and features, including how they interact with the different parts of our backend systems.
- Engage with cross-functional partners to resolve complex product bugs/issues.
- Serve as the voice of the customer in identifying product enhancements, areas of improvement, and making sure new products launch with customer usability in mind to help build long-term success.
- Continuously monitor real-time customer trends and proactively propose creative solutions.
- Identify opportunities and deliver solutions to scale or otherwise improve the team's internal tooling and processes.
- Develop a set of troubleshooting playbooks as a resource to Product Support Specialists to help resolve issues more effectively.
- Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in the documentation.
Qualifications:
- 3+ years of prior experience supporting a web-based application
- Experience supporting and troubleshooting Identity Access Management solutions (LDAP, SSO, SAML, or WS-Federation).
- Administrative knowledge of Windows, Unix, or Linux
- Positive, communicative, and customer-oriented attitude
- Functional knowledge of general-purpose programming languages