Technical Support Engineer

Job description

SnapEDA (YC W16) is looking for a Technical Support Engineer to join our growing team as we pursue our mission to help engineers design electronics faster by removing barriers.


A bit about who we are:

SnapEDA is a search engine used by over 1 million professionals to design electronics, who are creating everything from medical devices, to automotive electronics, to space technologies. We’re a team of 30 who pride ourselves on our passion, resourcefulness and curiosity. We have a bias towards action and making an impact, both individually, and as a team.


What you will be doing

  • Research, diagnose, troubleshoot,and solve customer issues in an accurate and timely manner.

  • Work with different customer interfaces, analyzing feedback and identifying opportunities to improve the service we offer to our users.

  • Manage all the customer success channels (includes scheduling, managing KPIs like response/resolution time, managing suggested replies, improving the quality of replies, codification of issue reason, etc.)

  • Advocate improvements to the website based on user feedback and issues reported.

  • Make sure all users who report issues have been helped promptly.


Benefits

  • Opportunity to work on a hugely impactful product used by 1MM+ users with a great mission

  • Competitive pay based on location and experience

  • Lots of growth opportunities, including leadership development programs, lunch & learns, technical workshops, and more

  • Ability to work remotely from anywhere in the world

Requirements

  • Very keen on details and good at troubleshooting, with experience on root cause analysis

  • Naturally curious, with empathy for our users’ and customers’ needs, fears, and desires

  • Excellent communicator with users and stakeholders, asking constantly for feedback and offering a great user experience

  • Must have a strong sense of urgency, initiative and attention to detail

  • Must have great organizational skills, and sound judgment when handling issues and IT tasks

  • Associate or BS in Computer Sciences, Electronic Engineering, IT, or related fields


Note: This role is remote only, with a focus on candidates in Latinamerica.