Product Support Engineer

About Brightedge

Brightedge is a leading provider of cloud-based SEO Enterprise solutions. We are seeking a talented Product Support Engineer to join our dynamic team.

Job Description

As a Product Support Engineer at Brightedge, you will be the first point of contact for our customers, providing technical support and troubleshooting for our complex SaaS platform. You will be responsible for handling a high volume of support tickets, resolving customer issues efficiently, and ensuring customer satisfaction.

Responsibilities:

• Provide world-class technical support for our customers, addressing their inquiries and resolving issues promptly.
• Troubleshoot complex technical problems and provide effective solutions.
• Manage a high volume of support tickets, prioritizing and responding to customer requests efficiently.
• Collaborate with cross-functional teams (engineering, product, sales) to resolve customer issues and improve product quality.
• Create and maintain knowledge base articles to empower customers and streamline support processes.
• Identify and escalate critical issues to the appropriate teams for resolution.
• Analyze customer feedback to identify product improvement opportunities.

Qualifications:

• 2-5 years of experience in technical product support within a SaaS, Fintech, or Big Tech company.
• Strong technical troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage a high volume of tickets and prioritize tasks effectively.
• Experience with ticket management systems (e.g., Zendesk, Salesforce).
• Strong understanding of SaaS platforms and cloud technologies.
• Ability to quickly learn new technologies and products.
• A passion for helping customers and delivering exceptional support.

Preferred Qualifications:

• Experience with SEO or digital marketing tools and concepts.
• Knowledge of SQL and database querying.
• Experience with scripting languages (Python, Ruby, etc.).

If you are a highly motivated individual with a passion for technology and customer support, we encourage you to apply!

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