L2/L3 Support Engineer provides intermediate-level support for the platform, addressing complex issues that go beyond the scope of L1 support.
This role involves diagnosing and resolving technical problems related to the AI-driven talent intelligence solutions, working closely with both internal teams and clients to ensure smooth operations.Responsibilities:PAssist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation supportDevelop processes around Zendesk and other tools to deliver world-class customer supportWork closely with engineering to translate customer feedback into potential fixes/enhancementsAchieve team targets for response times, service level, and customer satisfaction, as established by the Manager Customer SupportCollaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiencesMonitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer SuccessMaintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal useWork on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases Skills:Working knowledge of the components in a web applications stack.Working knowledge of backend server APIsProficiency with relational databases and SQLStrong customer focus and ability to deliver great customer experiencesA track record of meeting and exceeding KPIs and working well in team-based setting