Technical Support Engineer

As a Technical Support Engineer at Stigg, you will be responsible for acting as the initial point of contact for Tier 1 and Tier 2 support requests from our global customers. You will diagnose and troubleshoot issues related to our SaaS platform and its API functionalities, collaborate with teams such as Engineering and Product to resolve complex issues, document solutions within our knowledge base, and manage a queue of support tickets efficiently.

To apply for the Technical Support Engineer role at Stigg, candidates should have at least 5 years of hands-on experience providing vendor support at Tier 2 or above and a strong background in working with SaaS platforms reliant on API integrations. Additionally, familiarity with SQL querying, HTTP request debugging, and experience with ticketing systems such as Zendesk are essential.

A Technical Support Engineer at Stigg should be familiar with various tools and technologies, including SQL databases like PostgreSQL and DynamoDB, logging tools such as AWS CloudWatch and DataDog, and ticketing systems like Zendesk. An understanding of modern SaaS tools, basic programming concepts, and troubleshooting customer issues involving API integrations will be crucial to succeed in this role.

In the Technical Support Engineer role at Stigg, you will have a significant impact on product improvement by identifying recurring issues faced by customers and providing constructive feedback to enhance both product quality and support processes. Your insights will ensure that the development teams are aware of user challenges and can work towards better solutions.

Stigg offers a range of compelling benefits to its Technical Support Engineers, including competitive compensation, career growth opportunities, and the chance to work with an innovative SaaS platform designed to empower global companies. You'll be part of a collaborative team that prioritizes learning, innovation, and customer success.

In answering this question, focus on specific instances where you've encountered challenges with API integrations, the tools you used to diagnose issues, and how you ultimately resolved them. Highlight your understanding of HTTP protocols and the role they played in your troubleshooting process.

When responding to this question, explain your criteria for prioritizing tickets, such as urgency and impact on customers. Provide an example of a situation where you effectively managed multiple tickets and ensured timely resolutions, showcasing your organizational skills.

Share details about specific SaaS platforms you've worked with, your responsibilities, and any relevant challenges you faced while providing support. This will demonstrate your experience and knowledge of the SaaS landscape.

Discuss your approach to maintaining a knowledge base and ensuring that solutions are documented in a way that's easily accessible for your team. Highlight any tools you utilize and the importance of this practice for effective support.

Explain how you prioritize customer satisfaction and success in your support approach. Share specific strategies you’ve implemented to enhance customer experience, such as proactive communication and follow-ups.

Provide a detailed example of a specific incident where your collaboration with teams, such as Engineering or Product, led to a successful resolution of a customer problem. Emphasize your communication skills and teamwork.

Talk about the tools and technologies you’ve used effectively in your past roles, such as ticketing systems, collaboration applications, and logging tools, explaining how each has contributed to your ability to resolve customer issues.

Highlight your dedication to continuous learning, mentioning any online courses, certifications, or industry events you attend to keep your knowledge of technical support and SaaS platforms up to date.

Describe your approach to managing difficult interactions with customers, focusing on empathy, active listening, and staying solutions-oriented. Provide an example of a challenging situation where you successfully navigated customer frustration.

Articulate your interest in joining Stigg by mentioning your passion for technology, customer-centric values, and the innovative aspects of Stigg's SaaS platform. Express your excitement about being part of a collaborative team focused on customer success.