Technical Support Engineer
Paragon
IT, Customer Service
Los Angeles, CA, USA · Remote
Posted on Nov 5, 2024
We are looking for a (Technical) Support Engineer to join our team! In this role, you’ll be at the forefront of troubleshooting and resolving complex technical issues, ensuring our customers have a seamless experience with our platform. As an integral part of the team, you’ll collaborate closely with Engineering, Success, and Product to replicate and resolve technical challenges. You'll be working with customers to deeply understand and solve their technical issues—through debugging, replication, and by improving our internal processes. If you thrive in a high-ownership, technically challenging environment and love digging into the details to solve problems, this role is for you.
You’ll work with us in our beautiful, dog-friendly office in West LA. We are also open to working with folks remotely, with a strong preference for those in PST time zones.
You must apply via Lever to be considered! https://jobs.lever.co/useparagon.com/9ec5edbb-57bd-4655-b31b-3abd380918cc
What You'll Do
- Technical Issue Resolution:
- Triage, diagnose, and replicate complex technical issues reported by customers.
- Work directly with customers to understand their technical challenges, guiding them through troubleshooting and resolution processes.
- Collaborate with customers to replicate issues in a controlled environment, providing clear explanations and updates throughout the process.
- Partner with the Engineering team to identify, prioritize, and resolve software bugs and system issues.
- Document findings and resolutions in our internal knowledge base, contributing to the continuous improvement of our support processes.
- Customer Interaction & Support:
- Act as a technical advisor for customers, providing hands-on support and guidance to ensure they can fully leverage the Paragon platform.
- Assist customers in implementing best practices for system integration, troubleshooting, and workflow optimization.
- Build strong relationships with customers by providing clear, empathetic communication and timely solutions to their technical problems.
- Cross-Functional Collaboration:
- Collaborate with Engineering to ensure efficient escalation and resolution of complex cases.
- Provide insights to the Product team based on recurring technical challenges to help shape future product improvements.
- Participate in post-mortem discussions to identify root causes and propose long-term solutions.
- Process and Documentation Improvement:
- Develop and enhance technical documentation, including troubleshooting guides and FAQs.
- Contribute to refining internal processes and tools to streamline the issue resolution workflow.
- Assist in training and mentoring the Support team on technical best practices.
Who You Are
- 3+ years of experience in a technical support or engineering role within a B2B SaaS environment, with a strong focus on debugging and troubleshooting.
- Solid technical skills, including 2+ years of experience with programming (preferably JavaScript), APIs, and system architecture.
- Experience with log analysis, monitoring tools, and cloud environments.
- Exceptional problem-solving abilities and attention to detail.
- Strong communication skills, capable of documenting complex technical issues clearly and concisely, and interacting effectively with customers.
We'll Provide
- Comprehensive Benefits: Competitive health, dental, and vision insurance to keep you covered.
- Unlimited PTO: We believe in work-life balance and offer unlimited paid time off for personal well-being.
- Dog-Friendly Office: Work in a beautiful, pet-friendly space in West LA.
- Remote Work: Open to candidates in PST time zones, aligning with our core working hours.
Typical Day
- 9 AM PST: Review and prioritize technical issues from overnight.
- 10 AM PST: Engage with a customer to understand and replicate a complex technical issue, providing them with clear steps and progress updates.
- 11 AM PST: Collaborate with the Support and Engineering teams to troubleshoot and document new challenges.
- 12 PM: 🥪
- 1 PM PST: Sync with Product to discuss recurring issues and potential improvements.
- 2 PM PST: Work on post-mortem analysis for a recently resolved major incident.
- 3 PM PST: Document resolutions, update the internal knowledge base, and follow up with customers on open cases.
- 4 PM PST: Focused work—develop a detailed replication plan for a unique customer setup.
The Interview Process
- Screening Zoom Call: 15min
- Hiring Manager Zoom Call: 45min
- Technical Interview: 60 min
- Onsite Interview: 2-3 hours in Los Angeles at our office
- References
Paragon is an embedded integration platform for SaaS apps - we enable companies to build products that integrate with the SaaS ecosystem. With Paragon, software companies can integrate with hundreds of different SaaS apps in minutes while providing their customers with a seamless, unified integration experience. Our vision is to build the connecting layer for all software that enables every application in the world to work together seamlessly.