Full-Time

Technical Support Engineer

ngrok

ngrok

51-200 employees

Simplified, API-first ingress service for developers


Mid

Remote in USA

Required Skills
TCP/IP
Sales
Communications
Customer Service
Requirements
  • 3+ years of experience in SaaS post sales within Customer Success or Support
  • Experience documenting customer issues via ticketing and bug reporting systems
  • Hands on self starter and natural problem solver with the ability to balance competing priorities
  • Prior experience in a startup with a passion for winning, big challenges, technology and a good sense of humor
  • A deep knowledge of application transport and network infrastructure protocols (e.g TCP, HTTP, HTTPS, TLS, etc)
  • Familiarity with networking concepts including VPN, DNS, IP addressing, and Routing
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
  • Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person)
Responsibilities
  • Working with self-service customer billing, account, and licensing related issues including payment and refunds
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
  • Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
  • Act as a liaison between Customers, Engineering and Sales on customer technical escalations
  • Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap
  • Experience in fostering broad usage of support forums and knowledge repositories
  • Contribute to and maintain repository of ngrok knowledge within support and promote a culture of team knowledge share and collaboration within the Customer Success team
  • Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
  • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business

Company Stage

Series A

Total Funding

$50M

Headquarters

San Francisco, California

Founded

2015

Growth & Insights
Headcount

6 month growth

-8%

1 year growth

14%

2 year growth

42%