Job Description
An experienced Technical Support Engineer at Affinity provides technical assistance and troubleshooting for their B2B SaaS CRM platform, working closely with customers and engineering teams to resolve complex issues related to APIs, integrations, and SSO, while contributing to continuous support improvement.
Key Responsibilities
- Respond to customer inquiries and resolve technical issues via video call, email, or chat
- Troubleshoot software and API-related issues, guiding customers through technical steps
- Work with webhooks, APIs, and integrations to resolve issues and ensure functionality
- Assist with setting up and managing Single Sign-On (SSO) integrations
- Collaborate with engineering teams to resolve complex customer problems and escalate issues when necessary
- Document customer interactions and technical issues to improve knowledge bases and internal resources
Requirements
- Three years of experience working in B2B SaaS technical support or equivalent customer facing roles.
- Expert knowledge of APIs, SSO, integrations, and software troubleshooting.
- Proven ability to work on complex, ambiguous issues where analysis requires an in-depth evaluation of variable factors.
- Demonstrated ability to swiftly manage escalations and cross-functional problem solving to meet customer needs.
- Strong technical documentation skills with experience building or contributing to knowledge bases.
Benefits & Perks
Medical, dental, and vision insurance with comprehensive PPO and HMO plans
Flexible personal sick days
401k retirement plan
Annual budget for education
Comprehensive Learning & Development program
Reimbursement for transportation, home internet, meals, and wellness memberships
Virtual team building and social events
Ready to Apply?
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