Technical Support Engineer

Customers trust us with their users’ experience, and we take that seriously – but software can be tricky! Unexpected issues, edges, and hiccups arise and affect our customer’s ability to use Chameleon effectively and smoothly.

That’s when our Support Engineers step in. As skilled troubleshooters, they save the day when these cases arise – they investigate, uncover, explain, resolve, and most importantly, win back trust.

Because our product operates within our customers' applications, there is a lot of technical sophistication under the hood, ****and often Support Engineers troubleshoot within the intricate connections between Chameleon and various applications.

As such, this role is ideal for someone who enjoys diverse challenges and problem-solving and wants to be Customer-facing.

Responsibilities

• Engage customers experiencing difficulty in a friendly and comforting manner. Build trust and empathy with our customers by understanding and teaching them.
• Act like a detective to efficiently troubleshoot a wide range of issues (often includes logging into our customers’ software and being able to recreate the issue consistently).
• Dig deeper into issues to uncover the root causes and potential solutions by leveraging Chrome Developer Tools, reviewing our code base, and any relevant data from our database
• Represent Chameleon effectively when responding to customers, attending customer meetings, and, where necessary, serving as the technical expert in sales meetings.
• Clearly document bugs and product improvement feedback, working closely with internal teams to escalate complex issues and help improve the quality and reliability of our product.
• Contribute to the continuous development, improvement, and maintenance of a comprehensive knowledge base for self-serve troubleshooting.
• Share knowledge and best practices with fellow Support Engineers, Customer Success Managers, the Sales team, and other product specialists to foster a collaborative and supportive environment.

Qualifications / Requirements

• 2+ years working in a technical support or engineering position
• 1+ years working at a SaaS startup (<50 employees)
• You are *located* in the Pacific Timezone in the US or Canada
• Good understanding of HTML, CSS, and JavaScript
• Ability to understand and troubleshoot complex API structures
• Comfort and confidence with using the browser console and other debugging tools
• Empathy with customers and their goals, challenges, and situations
• You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
• Fluency (written and verbal) in English