TechnicalSupportEngineer

## Description Influ2 brings your ABM to the contact-level. With Influ2, you can act on contact-level intent, reach specific buyers with ads, and make the revenue impact clear.    180+ enterprises and mid-market companies worldwide, including industry leaders such as Snowflake, Datadog, and Capgemini, love our technology. We hope you will love it too.   As a Technical Support Engineer, you'll be the go-to expert for resolving complex technical issues, ensuring seamless communication between our internal teams and customers. You'll be responsible for handling customer requests, troubleshooting, and keeping everyone in the loop to deliver the best experience possible to our clients. If you’re passionate about tech, love getting into the weeds of troubleshooting, and want to make a difference, this role is for you! *Heads-up: this role covers the afternoon/evening shift to keep our team operations running smoothly. ## What you'll do Bridge Communication: Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues.Resolve Customer Issues: Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions.Manage Tickets & Update Stakeholders: Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders.Troubleshoot & Diagnose: Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues.Report Issues: Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption.Document Knowledge: Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future. ## Experience 2+ years of experience in customer-facing technical support, ideally within a B2B SaaS environment. Hands-on experience with customer support platforms and ticketi