Technical Support Engineer

what we do. We collaborate closely with the Product and Engineering teams to ensure fast feedback loops that drive better customer outcomes. As a key member of Loom's Support Engineering team, you'll play a critical role in ensuring the success of thousands of users, empowering our largest customers to communicate more effectively with video.

Your future team

You'll be part of our customer-obsessed Loom Support team, where solving customer issues and advocating for their needs is at the heart of what we do. We collaborate closely with the Product and Engineering teams to ensure fast feedback loops that drive better customer outcomes. As a key member of Loom's Support Engineering team, you'll play a critical role in ensuring the success of thousands of users, empowering our largest customers to communicate more effectively with video.

Responsibilities

• Reporting to the Technical Support Manager, you'll collaborate closely with our largest customers, delivering a white-glove support experience that enhances retention and loyalty.

• Communicate and troubleshoot with customers through various channels, providing regular updates while liaising with Product and Engineering to resolve customer issues.

• Be an escalation point for your Tier 1 and Tier 2 teams, taking on advanced cases to aid faster resolutions.

• Work with Success and Sales teams to ensure successful pre and post-sale customer resolution, identifying growth opportunities for existing users.

• Monitor and engage with community and social channels, including Slack and Social Media.

• Advocate for our customers by documenting insights and issues with the Product and Engineering teams.

• Create and maintain internal knowledge libraries and contribute to creating technical user-facing content.

Qualifications

• 2-5 years in a Technical Support Engineer, Technical Support Specialist, or Support Engineering role in a customer-facing environment (or similar roles).

• Demonstrated ability to exceed customer expectations with a high degree of empathy, curiosity, and advocacy while diagnosing issues.

• Experience supporting Cloud and SaaS solutions, electron apps (CSS, JavaScript, HTML), and familiarity with distributed computing environments.

• Proficiency in handling user authentication, authorization, and provisioning using OAuth, SSO, and SCIM.

• Ability to embrace team collaboration, contributing to group efforts with a passion for learning new technologies in a customer-facing environment.

• Proficient in analyzing server and client application logs to identify the root cause of errors.

  Nice to haves:

  • Experience with database queries using SQL.

  • Expertise in handling media (audio and video), familiarity with video transcoding, bitrate, video codecs, display resolution, frame rate, and video qualit, FFMPEG.

  • Troubleshooting protocols such as HTTP, HTTPS, WebSockets, DNS.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.