Sr. Technical Support Engineer
Velocity
Velocity is a growing startup, for developers - by developers. By using Velocity, local changes made by the developer are being reflected on the remote existing Kubernetes environments, allowing a faster development and debugging experience without complex configurations. All this is done with an exceptional developer experience and ease of use.
Velocity is seeking a skilled and hands-on Sr. Technical Support Engineer to kickstart our new technical support function. As the Sr. Technical Support Engineer, you will be responsible for personally handling support requests and gradually building and training a team of technical support professionals dedicated to delivering exceptional support services to our valued customers. The ideal candidate will have a proven track record in technical support, effective communication abilities, and a genuine commitment to providing outstanding customer experiences.
What you will do:
- Provide hands-on support to Velocity's customers, resolving their technical issues efficiently and effectively
- Develop and implement streamlined technical support processes and protocols, ensuring consistency and efficiency in service delivery
- Continuously analyze and assess technical support metrics to identify areas for improvement and implement effective solutions to enhance the quality and efficiency of our support services
- Collaborate with other departments, including product management and customer success, to incorporate customer feedback into product development and refinement processes
- Work closely with the engineering department to resolve customer escalations and prevent such in the future
- Oversee day-to-day technical support operations, handle customer escalations, and ensure timely resolution of support tickets
- Act as the voice of the customer and actively foster a strong sense of community within the support team
- Drive the strategic planning and implementation of a vibrant and engaging support community for Velocity's customers, fostering a collaborative space where users can share knowledge, exchange best practices, and seek assistance from peers and experts alike
What you will bring with you:
- 5+ years of experience in technical support within a software product company, with hands-on experience in resolving customer issues
- Display exceptional leadership skills, exemplary communication capabilities, and strong interpersonal finesse
- Demonstrate adept problem-solving and analytical aptitude
- Familiarity with customer support tools such as Salesforce, Zendesk, or comparable platforms
- Thrive in a fast-paced, dynamic work environment
- Fluency in English is a mandatory requirement
Nice to have but not a must:
- B.Sc. in Computer Science, Information Technology or a related field
- Previous experience as a developer or DevOps engineer would be a significant advantage
- Experience working in a containerized environment in development (Docker), and preferably with K8S
- Experience in software development and development processes
If you are a motivated and experienced Senior Technical Support Engineer with a passion for hands-on support and building global support teams, we invite you to apply for this exciting opportunity at Velocity.