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Technical Support Engineer
Lead product feedback projects to enhance customer support processes and tools.
New York
Mid-Level
$69,000 - 101,500 USD / year
1 month ago
✨ About The Role
- The Technical Support Engineer will serve as the first point of contact for technical inquiries, providing expert assistance to customers.
- Responsibilities include troubleshooting technical support topics such as HRIS and SCIM integrations, SAML, SSO, API, and SFTP.
- The role involves independently managing technical cases to ensure prompt resolution and customer satisfaction.
- The engineer will collaborate closely with engineering and product teams to advocate for customer needs and improve support processes.
- Participation in the Customer Care on-call incident response team is required, working with engineering on resolution communication to internal teams.
âš¡ Requirements
- The ideal candidate will have strong communication skills, enabling them to translate complex technical information into understandable solutions for customers.
- A genuine passion for customer success is essential, as the role focuses on helping clients achieve their personal and professional goals.
- Experience in HR technology, particularly with HRIS and payroll systems, is highly valued for this position.
- The successful candidate will be proactive in identifying and implementing effective solutions to enhance customer support.
- Strong skills in SQL, integrations, and database administration are necessary to troubleshoot and resolve technical issues effectively.
About Lattice
Modern people management platform.