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The Product Support Engineer will be an integral part of Aduro's support organization. In this role, you will triage client and member issues, e deep to identify problem resolutions and serve as an important bridge to the Product, Engineering, and Data teams to accelerate resolutions of bugs and product fixes. You will be responsible for troubleshooting, prioritizing, validating issues, and communicating resolutions across the organization. This role requires working cross-collaboratively with teams such as Product, Data, Engineering, Operations, Analytics, QC, Member Experience, and Client Experience as well as externally with members and clients. In this role, you will retain accountability of an escalated Tier 2 issue from its inception to resolution. You will also be accountable for providing trend reporting and analytics as part of meeting SLAs and maintaining high CSAT.
Responsibilities
- Manage the Tier 2 Support Queue
- Prioritize and triage incoming issues
- Research and identify solutions to issues
- Accurately track issues through to resolution, within agreed SLAs
- Properly escalate unresolved issues to appropriate internal teams (e.g. Product and Engineering) according to the process steps outlined for escalations
- Refer to internal database or external resources to provide accurate solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Provide issue trend analysis, particularly for high-risk clients or issues impacting multiple clients.
- Document & update technical knowledge to the Knowledge Base and ensure relevant processes are well documented.
Requirements
- Proven work experience as a Tier 2 Support Agent, Configuration Specialist, Technical/Product Support Engineer or similar role
- Hands-on experience with Windows/ Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Someone who is curious and enjoys ing deep to identify root cause
Optional Requirements
Ability to understand and query databases using SQL or other tools
Benefits
Aduro offers a comprehensive suite of benefits including medical, dental, vision, short- and long-term disability, 401k plans with company match, life insurance, student loan repayment support, and discounted pet insurance. We also believe that work/life balance is important and have a flexible vacation policy for full time team members.
Community. We are a distributed team of avid Zoom and Teams collaborators. Our community fosters collaboration, so be ready to converse and let ideas percolate. Aduro believes ersity is a necessary element to our success as a business. We are committed to building a community that represents and celebrates a variety of backgrounds, perspectives, and skills; we want you to bring your verve!
We, at Aduro, LLC. pledge to ensure mutual respect and maintain that no job applicant or employee receives less favorable treatment on the grounds of gender, race, marital status, disability, age, gender orientation, or religion. Aduro, LLC. values ersity in our team and is committed not only to our legal obligations but also to the positive promotion of equality in all aspects of employment: Aduro, LLC. is an EEO employer.
