Primary Responsibilities

• Provide exceptional customer service and technical assistance to Epsilon3 customers.   
• Resolve customer issues in a timely manner to ensure Epsilon3 meets customer expectations (and SLAs) on response time and resolution speed.
• Assess ticket priority and escalate issues when necessary.
• Problem solve customer problems including issue recreation to validate expected system behavior, potential bugs, and/or configuration issues.
• Become a subject matter expert on the Epsilon3 product, learn where customers frequently need assistance, and stay up to date with new feature releases 
• Organize, build, and improve self-help resources including help articles, FAQs, and other customer “how to” documents.
• Identify opportunities to improve core support processes.  Develop standard operating procedures (SOPs) to formalize improvement plans.  
• Engage engineering team when required for in-depth investigation or bug resolution.
• Participate in night, weekend, and holiday on-call rotation for coverage as needed.

Secondary Responsibilities

• Collect feature requests/suggestions in a clear and organized framework.
• Work with the product and engineering teams to provide input and recommendations on feature improvements.
• Assist customers with their Epsilon3 configuration/workflows including suggestions on how to best set up the system to work for their specific needs.

Required Qualifications

• 3+ years of technical support experience supporting B2B SaaS services
• Experience with support ticket tracking systems (e.g. Intercom)
• Strong communicator with outstanding oral and written communication skills 
• Customer service mindset: Passion, patience, and drive to work with customers until their issue is resolved 
• Experience in fast-growing tech startups; Self-starter with the ability to navigate ambiguity and assess rapidly evolving priorities
• Fluent in English (additional languages are a plus)
• Love of learning (technical and otherwise)
• US Citizenship and location in US (future security clearance may be required)

Preferred Qualifications

• Bachelor’s degree in engineering
• Operations experience in one or more related industries
• Experience in the space/aerospace/defense industries nice-to-have but not required