Technical Support Engineer

As a Technical Support Engineer at Artisan, you will primarily diagnose and troubleshoot DNS and email deliverability issues. You’ll respond promptly to support tickets, collaborate with engineers to resolve bugs, and create support documentation. This ensures that customers receive accurate and timely resolutions, while you maintain a high standard of service.

To qualify for the Technical Support Engineer position at Artisan, candidates should have experience with DNS, email deliverability, and networking concepts. Strong problem-solving skills, attention to detail, and excellent communication abilities are crucial. Familiarity with support platforms, particularly Pylon, is beneficial.

At Artisan, the Technical Support Engineer plays a crucial role in customer support by diagnosing issues, responding to support tickets, and providing clear communication. By compiling weekly bug reports and establishing comprehensive support documentation, you will help customers resolve issues independently and enhance their experience with our platform.

As a Technical Support Engineer at Artisan, you will utilize Pylon for managing support tickets, along with various tools for diagnosing DNS issues and optimizing email deliverability. Your role will also involve collaborating with internal engineering teams to ensure that customer feedback and bugs are effectively communicated and tracked.

A typical day for a Technical Support Engineer at Artisan involves diagnosing snags, responding to customer inquiries via support tickets, collaborating with engineers, and creating support documentation. You may also compile reports on bug trends to enhance system performance and customer satisfaction.

When answering this question, focus on specific instances where you've successfully diagnosed or resolved DNS or email deliverability issues. Mention any tools or methodologies you used and highlight the impact of your solutions on customer satisfaction.

Discuss your approach to prioritization, highlighting how you assess the severity and urgency of each ticket. Mention any systems you've used to manage and track tickets effectively, showcasing your ability to balance customer needs with efficiency.

This is your chance to highlight teamwork. Explain the problem, your role in communicating with engineers, and the ultimate resolution. Emphasize the importance of collaboration in providing customer support.

Share examples of user manuals, FAQs, or troubleshooting guides you've developed. Highlight how your documentation improved customer experience and reduced support inquiries.

Emphasize the importance of active listening and clear, concise messaging. Give examples of how you adapt your communication style to fit different customer types, ensuring a better understanding of technical issues.

Outline your systematic approach to troubleshooting, which may include gathering information, reproducing the issue, and testing solutions. Highlighting logical problem-solving methods can illustrate your competency in this area.

Provide a specific situation where you dealt with an upset customer. Explain how you remained calm, listened to their concerns, and how you worked towards a resolution, emphasizing empathy and excellent customer service.

Showcase your research about Artisan's offerings, especially the AI BDR, Ava. Discuss how these tools can simplify and optimize the sales process, demonstrating your understanding of the company's mission and vision.

Discuss your commitment to continuous learning through resources like tech blogs, forums, or webinars. Mention any networking groups or professional associations you participate in that help you stay informed.

Express your passion for technology and customer service, along with your excitement about contributing to a rapidly growing company like Artisan. Tie in how your skills align with their goals and your interest in their innovative products.