Support Engineer

As a Senior Technical Support Engineer, your role is to thrill our customers with your passion and knowledge of Tonkean. You will be the voice of the customer into Tonkean’s product and engineering teams for product feedback and improvements.

Requirements

• Develop a deep understanding of Tonkean modules and their specific client use cases.
• Work directly with enterprise level customers and partners to provide technical support.
• Drive technical solutions to complex problems providing in-depth analysis and guidance to Tonkean’s customers and partners using Zoom, Slack, and email.
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of solutions
• Reproduce customer issues and if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation.
• Partner with engineering and architect teams in prioritizing and resolving customer requests
• Support and troubleshooting of Tonkean’s ecosystem of application and data integrations.
• Recommend to the Product Management Team improvements to Tonkean.
• Work with the documentation Team to address customer-reported bugs and make needed improvements to integrations.
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues.
• Create and modify platform documentation on the Tonkean knowledge base
• Configure Tonkean to fulfill customer use cases and identify areas of complexity and propose technical solutions
• Provide customers with the expertise on Tonkean integration technical best practices, including guidance and support for module expansion and builds with each customer interaction, educate the customer.

Benefits

• Competitive salary
• Stock options
• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Flexible work arrangements
• Professional development opportunities