Support Engineer III

• Regularly troubleshoot and solve complex customer support tickets of varying complexity with minimal or no assistance. 

• Progress assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad. 

• Effectively communicate technical and policy information to customers and internal stakeholders. 

• Follow up on open bugs and issues filed with Engineering through closure. 

• Work proactively with customers on security- and revenue-impacting activities such as account access recovery, compliance clarifications, and billing behavior expectations. 

• Manage urgent customer-impacting issues during business hours. 

• Provide real-time support via phone and chat, using remote troubleshooting methods when required.  

Ticket Work 

• Regularly troubleshoot tickets of varying complexity with minimal or no assistance.  

• Uses evidence-based diagnosis and clear customer communications. 

• Progresses assigned open tickets and assigned new tickets with timely, high-quality replies within the assigned squad.  

• Follows up on open bugs and issues filed with Engineering. 

Training 

• May provide training and guidance on an area of expertise within a squad.  

• Works on developing their own training/teaching skills. 

Customer Advocacy 

• Advocates for the customer and the team as a priority.  

• Act as a liaison between customer and Engineering. 

Product Feedback 

• Identifies and reports bugs and feature requests based on customer feedback and recurring ticket patterns.  

Process Improvement 

• Updates various repos (e.g., team documentation, public documentation, support discussions).  

• Actively contributes to cross-organization and team strategy discussions. 

Knowledge Attainment & Sharing 

• Takes deliberate steps toward becoming a subject matter expert in one or more areas.  

• Actively seeks assistance in specialty areas. Acts as a SME of one or more categories within a squad. 

Required Qualifications 

• 5+ years experience in customer support, account management, billing operations, trust & safety, or related roles 

• • OR Bachelor's Degree in any field AND 3+ years' experience in a customer-facing support or operations role 

• • OR equivalent experience 

Preferred Qualifications 

• Experience handling billing inquiries, subscription management, or invoice-based account support in a SaaS environment 

• Familiarity with trust & safety, compliance documentation (e.g. SOC 2, GDPR requests, security questionnaires), or account integrity workflows 

• Previous experience supporting enterprise customers, including navigating escalations and working cross-functionally with Sales, Legal, or Finance teams 

• Comfort working with support tooling (e.g. Zendesk, Salesforce, or similar CRM/ticketing platforms) and interpreting basic account or usage data 

• Must be customer-service oriented, with strong teamwork, collaboration, adaptability, and initiative, along with exceptional verbal, written, organizational, and communication skills