Product Technical Specialist
Product Technical Specialist
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Job Description
About the role:
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.
Role & Responsibilities:
- Provide high-quality real-time technical support to customers via phone email and chat managing multiple issues simultaneously.
- 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.
- Utilize Zendesk to manage prioritize and document customer support tickets from initial contact through to resolution.
- Analyze application and server logs to identify bugs performance bottlenecks and the root cause of failures.
- Collaborate directly with Engineering teams to escalate and resolve deep technical issues acting as the customer advocate.
- Participate in a rotating on-call schedule to provide after-hours and weekend support for critical service-impacting incidents.
- Develop and maintain internal and customer-facing support documentation including knowledge base articles and troubleshooting guides.
- Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience.
- Mentor junior team members on best practices for ticket handling and technical diagnosis.
Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field or equivalent practical experience.
- 4 years of experience in a technical support role for an Enterprise SaaS product.
Technical Proficiency:
- Strong hands-on experience with Zendesk for ticketing and customer support.
- Deep understanding of networking concepts including TCP/IP DNS VPNs firewalls and protocols like SFTP and HTTPS.
- Proven experience working with cloud environments specifically Amazon Web Services (AWS) (e.g. EC2 S3 VPC).
- Familiarity with troubleshooting VoIP/telephony systems and understanding common issues.
Core Skills:
- Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges.
- Excellent written and verbal communication skills with the ability to clearly explain technical concepts to both technical and non-technical audiences.
- Demonstrated ability to work independently manage high-priority tasks and perform effectively under pressure.
- Experience with log analysis tools (e.g. Kibana CloudWatch) and network traffic analysis tools (e.g. Fiddler Wireshark).
- Ability to remain organized and detail-oriented while managing a high volume of support interactions.
- Must be willing and able to participate in a rotating on-call schedule.
Why join us
- Be part of a dynamic high-growth tech company with an exciting future.
- Work in a collaborative and supportive environment that values innovation and employee experience.
- Competitive compensation and benefits including healthcare 401(k) and professional development opportunities.
- 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.
About Eltropy ()
Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform community financial institutions can improve operations engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text Video Secure Chat co-browsing screen sharing and chatbot technology all integrated in a single platform bolstered by AI skill-based routing and other contact center capabilities.
Eltropy Values:
- Customers are our North Star
- No Fear - Tell the truth
- Team of Owners
Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
Required Experience:
Manager
Employment Type
Full-Time
