As a Technical Support Engineer at Momentum you will:

• Day to day operations
  • Owner of all incoming support related customer communications via Zendesk, Slack, email, and from internal partners
  • Ensure timely resolution on all tickets to meet and exceed our service level agreements
  • Act as liaison between the Customer Success, Engineering, and product teams
  • Partner with Customer Success Managers to drive rapport and trust in key accounts via support and enablement calls
  • Create and maintain non-technical and technical documentation as the product evolves
  • Report to the company any common themes, trends, or questions that arise from the customer base
  • Develop and improve upon existing support processes
• Technical
  • Triage, diagnose, and replicate complex technical issues reported by customer
  • Work directly with customers to understand their technical challenges, guiding them through troubleshooting and resolution processes
  • Partner with the Engineering team to identify, prioritize, and resolve software bugs and system issues.
  • Document findings and resolutions in our internal knowledge base, contributing to the continuous improvement of our support processes.

Requirements:

• Zendesk experience a must
• CS degree
• P1 Minimum 5-6 years experience as a Technical Support Engineer in SaaS
• P2 SFDC admin experience
• Previous experience w/ troubleshooting and supporting integrations and implementing SSO

Your Strengths:

• Polished customer communications (written and verbal)
• High empathy and technical acumen
• Prioritization

Location:

• Argentina
• Preference for Rosario or BA