As a Senior Customer Support Engineer you are responsible for investigating and resolving escalated customer support issues. You will also mentor Customer Support Engineers and act as a shift lead.
On a typical day, Lightcast senior customer support engineers determine the root causes of customer issues, investigate support metrics are trends, consult with top engineers at Lightcast, and discuss new approaches to automate operational issues. Senior customer support engineers provide product support in solving complex issues and are the first point of escalation for customer issues.
Major Responsibilities:
- Use your expert knowledge of Lightcast's products and data to help our customers deliver unique insights and exceptional value to the learners and job seekers they serve.
- Understand our enterprise customers’ use cases and help them integrate Lightcast data into their applications using Lightcast APIs.
- Mentor and develop Product Support Engineers on your team.
- Collaborate with other members of the product support team to provide outstanding experiences for Lightcast's customers.
- Meet or exceed the Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) set forth by Lightcast leadership and offer solutions for optimizing performance.
Education and Experience:
- 4 years of work experience including 2 years of experience in technical support, product support, or a related field.
- Experience supporting systems that operate 24x7x365.
- Experience supporting globally distributed customers and teams.
- Experience supporting software as a service applications.
- Experience with HTTP APIs, related protocols, and tooling (e.g. Postman, OpenAPI, etc).
- Experience with networking protocols including HTTP, TCP/IP, DNS, TLS.
Abilities:
- Strong English-language communication skills including the ability to clearly explain technical concepts to non-technical customers and team members.
- Excellent knowledge of technical support tools and troubleshooting techniques.
- Excellent problem-solving skills.
- Ability to mentor team members.
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.
Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.
