Support Engineer

Description As our Support Engineer, you’ll be the connective tissue between R&D and our customer-facing teams. You’ll make sure technical issues are tracked, prioritized, and resolved quickly, and that our CSMs always have the answers they need.

Responsibilities

Internal Orchestration (70%) Attend R&D team meetings to stay current on product developments and known issues Serve as technical liaison between engineering and customer-facing teams Coordinate escalation workflows between CSMs and engineering Track and prioritize technical issues across the customer base Workflow Development (20%) Design and implement standardized support processes Create documentation templates and knowledge base materials Establish SLA frameworks and escalation protocols Build reporting dashboards for support metrics Direct CSM Support (10%) Provide technical guidance to CSMs during complex customer issues. Assist with technical aspects of customer onboarding. Help prepare technical responses for customer inquiries. Responsible for also providing updates to customer directly through support@reco.ai , this way CSM isn’t a blocker on quick response times.

Requirements

Technical Skills 6+ years of experience in technical support or operations Understanding of software development processes (not expert-level coding required) Experience with support tools and ticketing systems Strong documentation and process creation abilities Soft Skills Excellent communication skills for cross-team collaboration Strong organizational skills and attention to detail Ability to translate technical concepts for non-technical stakeholders Customer-service mindset focused on internal client success Previous experience working in the US business hours Previous experience working in a start-up environment Customer Obsessed Key Success Metrics Reduction in average time to resolve technical issues Implementation of standardized support workflows within 90 days (we’ve already started this, they can improve it) Establishment of clear escalation paths with defined SLAs