Technical Support Engineer
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Job Description
Who We Are
Hi there! We're Carbyne, and every day, we're on a mission to revolutionize public safety. As the global leader in emergency collaboration technology, we're building a cutting-edge platform that helps save lives-think live video streaming, real-time chat, and precise location tracking.
Our tools empower emergency teams to respond faster and smarter, ensuring help reaches those in need ASAP! With partnerships with tech giants like Amazon, Microsoft, and AT&T, we're innovating life-saving solutions for over 400 million people worldwide
Are you ready to make a difference with us? Let's do this!
About the Role
As a Technical Support Engineer at Carbyne, you will play a pivotal role in ensuring our customers receive exceptional support. You will work closely with both customers and internal stakeholders, handling complex technical issues related to our SaaS products while adhering to strict Service Level Agreements.
Your day-to-day responsibilities will include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes, and driving improvements in the overall quality of our customers' experience with Carbynes products. This is a Tier 2 support role, which means you will handle escalated tickets that require in-depth technical knowledge and problem-solving capabilities.
Here's What You'll Be Doing
- Collaborate with clients, Customer Success, and on-field Support Teams to resolve intricate issues within Carbyne's platform and optimize functionality.
- Elevate critical issues internally, ensuring prompt response, meticulous testing, and effective resolution communication.
- Identify and report bugs, working with Engineering & QA teams to prioritize fixes for enhanced customer satisfaction.
- Analyze and diagnose issues involving networking methodologies, SIP call flows, and integrations with third-party systems.
- Clearly articulate issues affecting service to both customers and internal teams, fostering transparent communication.
- Methodically verify issue resolution, ensuring a comprehensive troubleshooting process.
- Execute internal processes for efficient and scalable support operations.
- Partner with cross-functional teams, translating customer needs and feedback into innovative solutions.
- Contribute to knowledge base development, ensuring solutions to common problems are documented and easily accessible.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.