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Customer Support Engineer

Customer Success | San Francisco, CA | Full Time

Job Description

Company

At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and collaborative technology transform how people and companies work in the next economy.  We’re leading this shift with an enterprise platform that changes the way companies think about customer support. Our Crowd-Powered AI platform combines machine learning and gig work to transform and scale customer service for world-class companies like Autodesk, LinkedIn, Microsoft, Pinterest, Samsung and SAP. We’re based in San Francisco and backed by top venture firms and angels from Silicon Valley.

www.directly.com
 

Role

In this role, you’ll support Directly integrations into our customers' (like Nextdoor, OfferUp, Autodesk) support stacks. You’ll be responsible for responding to customer requests, replicating and resolving customer issues, logging and managing cases, and performing in-depth analysis of issues.  While providing in-depth technical assistance to Directly customers with a dedication to customer success, you’ll maximize customer satisfaction and provide value with every interaction. Advocate for the customer within your own company by collaborating with other teams to prioritize customer feedback and find creative solutions to solve our customer’s business goals.

 

Responsibilities

  • Work with Sales, Customer Success, and Expert Operations teams to identify and reproduce customer issues. Then both collaborate and coordinate with development teams to resolve the issues in a timely manner

  • Work with Product and Engineering teams to identify impact and help prioritize issue and feature requests

  • Act as first line of communication for reported issues. Conduct initial triage and troubleshooting

  • Work with customer-side development teams to set up, maintain, and update sandbox accounts for testing of new features and workflows

  • Create process for documenting and updating customer workflow changes and integration configurations

  • Support customer launch team when needed with deployment and testing of integrations

  • Strong customer advocate and able to build trust relationships with customers

 

Requirements

  • At least three years of technical support experience

  • At least two years in a customer service role

  • Knowledge of HTML, XML, JSON, JavaScript and experience with RESTful APIs

  • Basic understanding of how SaaS integrations work

  • Experience troubleshooting in a SaaS environment

  • BS or BA technical degree, Computer Science a plus

  • Strong in person and email communication skills

 

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength. This is an exempt, full-time salaried position with comprehensive benefits.