Product Technical Specialist at Eltropy

<p><strong>About The Role<br><br></strong>As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.<br><strong>Role &amp; Responsibilities<br></strong></p> <ul> <li>Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.</li> <li>Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.</li> <li>Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.</li> <li>Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures.</li> <li>Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate.</li> <li>Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.</li> <li>Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.</li> <li>Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience.</li> <li>Mentor junior team members on best practices for ticket handling and technical diagnosis.</li> </ul> <p><strong>Qualifications<br></strong></p> <ul> <li>Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.</li> <li>4+ years of experience in a technical support role for an Enterprise SaaS product.</li> </ul> <p><strong>Technical Proficiency<br></strong></p> <ul> <li>Strong hands-on experience with Zendesk for ticketing and customer support.</li> <li>Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS.</li> <li>Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC).</li> <li>Familiarity with troubleshooting VoIP/telephony systems and understanding common issues.</li> </ul> <p><strong>Core Skills<br></strong></p> <ul> <li>Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges.</li> <li>Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.</li> <li>Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure.</li> <li>Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark).</li> <li>Ability to remain organized and detail-oriented while managing a high volume of support interactions.</li> <li>Must be willing and able to participate in a rotating on-call schedule.</li> </ul> <p>Why join us?</p> <ul> <li>Be part of a dynamic, high-growth tech company with an exciting future.</li> <li>Work in a collaborative and supportive environment that values innovation and employee experience.</li> <li>Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities.</li> <li>An opportunity to make a direct impact in shaping peoples direct access to financial services by enabling community financial institutions to efficiently communicate with their membership base.</li> </ul> <p>&nbsp;</p>