About Company
At Career.zycto, we’re building the future of enterprise software, empowering businesses with innovative solutions. We thrive on complex challenges and foster an environment where sharp minds can excel, grow, and truly impact our products and customers. For a Customer Support Engineer, this means diving into cutting-edge technology daily, collaborating with brilliant engineers, and becoming a crucial bridge between our users and our development teams. Join us and shape the customer experience.
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Job Description
Are you a troubleshooting wizard with a passion for helping others succeed in a fast-paced tech environment? Career.zycto is seeking a highly motivated and technically proficient Customer Support Engineer to join our dynamic team in Littleton, Colorado. This role is a cornerstone of our customer success strategy, bridging the gap between our innovative software products and our valued enterprise clients. You will be the primary technical point of contact, diving deep into complex issues, providing expert guidance, and ensuring our customers maximize the value of our solutions.
In this hybrid role, you will leverage your technical expertise, problem-solving skills, and exceptional communication abilities to diagnose, troubleshoot, and resolve intricate technical problems. You’ll work closely with product development, engineering, and sales teams, acting as an advocate for our customers while contributing directly to product improvement and knowledge base development. We’re looking for someone who not only solves problems but anticipates them, creating positive and lasting customer experiences. You’ll manage a queue of support requests, prioritize issues based on severity and impact, and communicate effectively with clients through various channels, including email, phone, and ticketing systems. Your ability to translate complex technical jargon into understandable terms will be key to empowering our users. If you thrive on technical challenges, enjoy continuous learning, and are committed to delivering outstanding support, we invite you to explore this exciting opportunity to make a significant impact at Career.zycto.
Key Responsibilities
- Provide expert technical support and problem resolution for Career.zycto's enterprise software products to a global client base.
- Diagnose, troubleshoot, and resolve complex software issues, system configurations, and integration challenges.
- Collaborate cross-functionally with engineering, product management, and sales teams to escalate and resolve critical customer issues.
- Develop and maintain comprehensive knowledge base articles, FAQs, and documentation to empower self-service for customers.
- Act as a customer advocate, providing feedback to product teams to drive continuous improvement and product enhancements.
- Manage and prioritize a queue of support tickets, ensuring timely and effective resolution within service level agreements (SLAs).
- Conduct remote diagnostic sessions and utilize troubleshooting tools to identify root causes of technical problems.
- Participate in an on-call rotation for after-hours critical support, as needed.
- Stay current with product releases, new features, and industry best practices to maintain a high level of technical proficiency.
Required Skills
- 3-5 years of experience in a technical support, help desk, or customer-facing engineering role, preferably in a SaaS or enterprise software environment.
- Strong understanding of software systems, networking fundamentals, and database concepts (SQL).
- Proven ability to diagnose and resolve complex technical issues efficiently and effectively.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools.
- Strong problem-solving skills and a methodical approach to troubleshooting.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Customer-centric mindset with a passion for delivering exceptional service.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Experience with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
- Familiarity with scripting languages (e.g., Python, Bash) for automation and troubleshooting.
- Previous experience supporting business intelligence, data analytics, or CRM software.
- ITIL certification or equivalent knowledge of IT service management best practices.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and flexible work arrangements.
- 401(k) retirement plan with company match.
- Opportunities for professional development and continuous learning.
- Modern office environment with collaborative workspaces.
- Regular team-building events and company outings.
- Free snacks, beverages, and coffee in the office.
- Hybrid work model promoting work-life balance.
How to Apply
Interested candidates are invited to click the ‘Apply Now’ link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for Career.zycto. Please highlight your experience with technical troubleshooting and customer service in a tech firm context.
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