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About OpsLevelOpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are a critical part of a great developer experience.OpsLevel is a fully-remote team of folks across North America.Our culture and valuesGrowth Mindset - Get comfortable with being uncomfortableFocus & Efficiency - Keep the main thing the main thing, and get it doneEmpathy - Think of others; think of your usersIntellectual Honesty - The best solution is more important than anyone's egoSimplicityAbout the RoleWe are seeking a highly motivated and customer-focused Technical Support Specialist to join our team. In this role, you will be instrumental in delivering exceptional customer experiences by providing expert technical troubleshooting and problem resolution. You will leverage your technical expertise and strong communication skills to ensure customer satisfaction and build lasting relationships.What You’ll DoDeliver exceptional customer experiences by providing timely and effective technical support.Proactively diagnose and resolve complex technical issues, ensuring minimal disruption to customer operations.Utilize advanced troubleshooting methodologies and tools to identify and resolve root causes.Actively listen to customer concerns and demonstrate empathy, ensuring a positive and professional interaction.Communicate technical information clearly and concisely, translating complex concepts into easily understandable terms for non-technical users.Document troubleshooting steps and solutions for knowledge sharing and future reference, contributing to our knowledge base.Analyze customer feedback and support data to identify trends and areas for improvement, proactively addressing potential issues.Collaborate with cross-functional teams (e.g., engineering, product) to escalate and resolve complex issues.Maintain a deep understanding of our products and services to provide accurate and effective support.Drive customer advocacy by consistently exceeding expectations and fostering a culture of customer-centricity.Provide training and guidance to customers on best practices and product usage.Manage customer expectations and provide regular updates on issue resolution progress.Required Skills and QualificationsProven experience in technical troubleshooting and customer support for a technical SaaS platformStrong analytical and problem-solving skills.Excellent communication and interpersonal skills - both written and on video calls.Ability to work independently and as part of a team.Experience with customer support software/ticketing systems.Demonstrated ability to maintain composure under pressure.A passion for providing exceptional customer service.Ability to learn and adapt to new technologies quickly.Bonus SkillsWorked in the Devops or Software development spaceSome familiarity with APIs and basic scriptingHighly proficient with Slack and GSuiteCompensationWe offer market-leading compensation, including equity, based on the skill set and aptitude of the candidate.Interview expectationsWorking web camera, microphone, and (ideally) a quiet place with minimal background noise.Additional InformationWe are building an inclusive and welcoming workplace where employees feel appreciated, valued and free to be who they are regardless of their gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.OpsLevel is an equal opportunity employer and is dedicated to fostering an inclusive and barrier-free work environment. Accommodation is available during any stage of the recruitment process.
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