Tier 3 Support Engineer
Tier 3 Support Engineer
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1 Vacancy
Job Description
About us
Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers Kenect helps companies streamline communication enhance customer satisfaction and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.
About This Role
As a Tier 3 Support Engineer with a focus on Service AI you will be the technical owner of Kenects AI-powered support solution ensuring it is configured maintained and optimized for strong performance and customer outcomes. This includes troubleshooting escalated Service AI-related tickets partnering with Product on enhancements and monitoring performance metrics to identify trends and opportunities for improvement.
While Service AI will be a primary focus this role will also support other complex Tier 3 technical work including advanced integration troubleshooting coordination with external partners and ownership of high-priority technical escalations that require deep product knowledge and cross-team collaboration.
What You Will Be Doing
- Service AI & System Optimization
- Serve as the primary technical owner for Service AI ensuring optimal configuration and accuracy.
- Troubleshoot escalated Service AI tickets in collaboration with Tier 1 Tier 2 and Product teams.
- Partner with Product to identify performance gaps and implement enhancements.
- Monitor key performance metrics to assess system accuracy effectiveness and customer impact.
- Complex Technical Troubleshooting
- Provide expert-level support for escalated technical issues including advanced integration problems.
- Collaborate with the T3 Integration Support Engineer to resolve issues and coordinate fixes.
- Assist in the configuration and setup of complex customer environments.
- Act as a technical advisor for advanced support projects involving Service AI integrations or other high-impact systems.
- Mentor Tier 1 and Tier 2 teams on troubleshooting steps technical best practices and system capabilities.
- Contribute to the knowledge base with clear detailed technical documentation FAQs and support guidelines.
Skills & Qualifications
- 35 years of experience in technical support engineering specializing in troubleshooting complex SaaS product issues.
- Strong technical problem-solving skills with the ability to manage multiple complex cases simultaneously.
- Familiarity with AI/automation tools in a customer support environment (experience with AI is a plus but not required to be the sole focus).
- Understanding of web and API fundamentals with experience using Swagger Postman or similar tools.
- Knowledge of cloud platforms such as AWS Google Cloud or Azure.
- Experience with monitoring/logging tools (e.g. New Relic DataDog).
- Working knowledge of SQL JSON and XML.
- Excellent communication skills with the ability to explain complex concepts clearly to both technical and non-technical audiences.
- Unwavering Customer Obsession
Our Company Values We Hope You Showcase
- See it Solve it Get it Done
- Build Adapt Win
- Unwavering Customer Obsession
What Kenect Offers!
- Health Dental Vision Life & Disability Insurance
- Your birthday is a paid day off
- Onsite gym
- Breakroom full of snacks and drinks
- Convenient location next to freeway entrance/exit
We believe in hiring self-motivated team members who can run alongside us without needing to be managed along the way. Yes we have managers and 1:1s. Yes we believe in giving open two-way feedback. We also believe in having team members who can run without the daily guidance that some companies prefer.
Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds and we believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs job requirements and individual qualifications without regard to race color religion or belief family or parental status or any other status protected under federal state or local law.
Employment Type
Full-Time
