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 improvements.
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 customers with setting up or 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 the knowledge base
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
Compensation/salary range not specified
Work schedule not specified
Work environment perks include comprehensive health insurance for employee and family, a monthly wellness membership budget, and an annual education budget with a comprehensive learning and development program
Ready to Apply?
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