L Tech Support Engineer (Remote)

At Casebook PBC, our software makes people’s lives better. Our company is committed to empowering community well-being through the delivery of adaptive, research-based and practice-driven technology. Designed to help the helpers, our innovative and award-winning SaaS solutions help improve outcomes in human services.

Job Description

About the Role

We’re seeking a skilled and customer-focused Technical Support Agent to join our dynamic support team. In this role, you will provide expert-level assistance on complex technical issues escalated from our Support agents or triaged directly with customers. You will assist customers with complex inquiries, and ensure a seamless experience for users of our software. You’ll play a critical part in helping our customers maximize their impact by delivering timely, effective, and empathetic support.

The ideal candidate has deep technical expertise, excellent problem-solving skills and has a strong customer-first mindset.

Key Responsibilities

• Deliver exceptional technical support via email, chat, and other communication channels.
• Diagnose and resolve complex technical issues involving software, hardware, or network configurations that could not be resolved by Level 1 or 2 support.
• Use tools like Postman and APIs to troubleshoot and resolve integration issues.
• Clearly explain technical concepts to non-technical users and provide advanced technical guidance and solutions to customers as needed.
• Act as an escalation point for critical incidents, ensuring timely resolution and clear communication with stakeholders.
• Collaborate with engineering teams to address and resolve product bugs or systemic issues.
• Manage and track support tickets using CRMs and tools such as HubSpot, Zendesk, Jira, and Front.
• Troubleshoot and analyze technical issues involving JSON, XML files, HTML, and CSS.
• Document resolutions, technical tips, and workflows to improve team knowledge and reduce future escalations.
• Conduct training sessions or mentoring for Level 1 and Level 2 support staff to enhance their technical expertise.
• Leverage knowledge bases and online resources to resolve customer issues effectively.
• Balance and prioritize multiple tasks and inquiries in a fast-paced environment.
• Stay up to date on product knowledge and industry trends to deliver informed support.

Qualifications

Skills

• Advanced diagnostic and analytical skills
• Exceptional written and verbal communication
• Ability to work independently and collaboratively
• Strong organizational skills to manage multiple priorities and incidents effectively

Work Environment

• This is a remote role. Occasional travel for company-wide or team-specific events is required.
• Flexibility for on-call rotations or after-hours support may be required. (Primarily M – F 8am to 8pm ET, not on holidays)

Required:

• 5+ years of experience in a technical support or related fields, with at least 2 years of handling advanced technical escalations
• Expertise in troubleshooting APIs and tools such as Postman, REST APIs, etc.
• Strong understanding of software troubleshooting, integrations, and systems.
• Experience with ticketing systems such as Zendesk, Jira, or HubSpot.
• Excellent customer service and communication skills with a talent for explaining technical concepts to non-technical users.
• Strong analytical and problem-solving skills with attention to detail and follow-through.
• Proven ability to manage time effectively and prioritize in a dynamic environment.
• Service-oriented mindset with empathy for customers in all circumstances.

Preferred:

• Previous experience in SaaS or software customer support.
• Proficiency in scripting or coding (HTML, CSS, JSON, and XML).
• Strong understanding of incident management frameworks
• Bachelor’s degree in Computer Science, Information Technology or related field; equivalent work experience considered.

Why Join Us?

• Competitive salary and benefits.
• Opportunities for professional growth and development.
• Collaborative and supportive team environment.
• The chance to make a real difference by supporting those who help others.

Compensation: $70,000 – 80,000 Salary + Bonus + Benefits

Demo of Casebook: https://play.goconsensus.com/ac9bc58df

Additional Information

In addition to salary, this position includes afull benefits package including employer funded health insurance for employees, as well as their spouse/ domestic partner and children, 401k, and threeweeks vacation time.