Senior Technical Support Specialist

What You’ll Do

• Resolve escalated customer issues and execute special projects for strategic customers
• Confidently resolve difficult issues using database queries, log analysis and general browser troubleshooting
• Maintain a high level of professionalism and empathy with customers and work to establish a positive rapport during each interaction
• Gather product feedback in ticketing software and manage customer expectations around future product functionality
• Assist in the creation of policies and procedures within a rapidly changing environment
• Leadership & Training Abilities: Mentor and coach team members, provide training on technical items
• Serve as a point of contact between the Support and Engineering teams
• Protect Whistic and our customer data by adhering to security protocols
• Identify trends in customer and vendor issues to recommend data-driven solutions for Engineering and Product teams
• Other duties as assigned

MUST HAVES

• 3+ years of experience in a B2B technical support role
• Exceptional written and oral communication skills
• Familiarity with the in-browser dev tools and troubleshooting techniques
• Read and interpret log entries captured in logging and monitoring systems (e.g. Splunk)
• General understanding of/experience with APIs
• Experience with databases and SQL/NoSQL queries (e.g. MySQL, MySQL Workbench)