Technical Support Engineer

1 hour, 47 minutes ago
Full-time
Mid Level
Customer and Technical Support
Affinity

Affinity

Affinity's powerful relationship intelligence enables teams to use their network to find and close more deals. Reduce data entry and become more data driven. Reimagining relationship intelligence. Using patented technology, we help businesses leverage ...

IT Services
251-1K
Founded 2014
$120M raised

Description

  • Respond to customer inquiries and resolve technical issues via video call, email, or chat in a timely manner.
  • Troubleshoot software, API, webhook, and integration issues to restore customer functionality.
  • Provide support for customers setting up or managing Single Sign-On (SSO) integrations.
  • Collaborate with engineering teams to resolve complex customer problems and escalate issues when needed.
  • Document customer interactions and technical issues to improve the knowledge base and internal resources.
  • Participate in periodic on-call shifts as required.
  • Use cross-functional problem solving to address ambiguous customer issues and meet customer needs.

Requirements

  • 3+ years of experience in B2B SaaS technical support or equivalent customer-facing roles.
  • Expert knowledge of APIs, SSO, integrations, and software troubleshooting.
  • Proven ability to work on complex, ambiguous issues requiring in-depth analysis of multiple factors.
  • Demonstrated ability to manage escalations and cross-functional problem solving effectively.
  • Strong technical documentation skills with experience building or contributing to knowledge bases.
  • Ability to communicate clearly with customers and internal teams.
  • Willingness to participate in periodic on-call shifts.
  • Alignment with Affinity's values around ownership, growth mindset, customer focus, collaboration, and communication.

Benefits

  • Comprehensive health insurance for you and your family.
  • Annual education budget.
  • Comprehensive learning and development program.
  • Monthly wellness budget for memberships or equipment.
  • Opportunity to work at a company backed by major Silicon Valley firms.
  • Mission-driven workplace focused on helping customers cultivate and use their networks effectively.

Interested in this position?

Apply directly on the company website

Apply Now

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