Customer Support Engineer

Directly San Francisco , CA 94118

Posted 3 months ago

In this role as our Customer Support Engineer, you'll support Directly integrations into our customers like Airbnb, Microsoft, and Samsung's support stacks. You'll be responsible for responding to customer requests, replicating and resolving customer issues, logging and managing cases, and performing in-depth analysis of issues. While providing in-depth technical assistance to Directly customers with a dedication to customer success, you'll maximize customer satisfaction and provide value with every interaction. She or he will advocate for the customer at Directly by collaborating with other teams to prioritize customer feedback and find creative solutions to solve our customer's business goals.

Responsibilities:

  • Partner with our Customer Success and Expert Management teams to identify and reproduce customer issues. Then both collaborate and coordinate with our Development teams to resolve the issues in a timely manner

  • Work with Product and Engineering teams to identify impact and help prioritize issues and feature requests

  • Act as first line of communication for reported issues. Conduct initial triage and troubleshooting

  • Work with customer-side Development teams to set up, maintain, and update sandbox accounts for testing of new features and workflows

  • Create process for documenting and updating customer workflow changes and integration configurations

  • Support Directly's customer launch / delivery team when needed with deployment and testing of integrations

  • Strong customer advocate, building trust and relationships with customers

Skills & Requirements:

  • 3+ years of technical support / customer support engineer experience

  • Knowledge of HTML, CSS, XML, JSON, JavaScript, SQL and experience with RESTful APIs

  • Experience troubleshooting in a SaaS environment

  • BS or BA technical degree, Computer Science a plus

  • Strong in person and email communication skills

  • Passion for contributing to best practices and tools with a proactive nature

Bonus Points:

  • Experience with CRM or Helpdesk systems integrations (i.e. Salesforce, Zendesk or related API integration experience)
  • Experience with cloud computing and AWS
  • Familiar with messaging frameworks, chatbots, and virtual assistants

Directly is a leader in support automation, helping enterprise companies launch and train virtual agents that double their automation rate. Companies like Airbnb, Microsoft, and Samsung use our expert-in-the-loop AI platform to tap the expertise of their most experienced customers, delivering content, training, and answers to their virtual agent to significantly boost performance.

Our platform delights customers with knowledgeable, personalized, and empathetic support interactions while creating new economic opportunity for people in the AI era. We integrate with leading CRM applications, messaging applications, and virtual agents.

Directly is based in San Francisco and backed by Microsoft's M12 Ventures, True Ventures, Costanoa Ventures, and Northgate Capital. We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!


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Customer Support Engineer

Directly