Technical Support Specialist

Los Angeles, CA, United States

[Full Time] Technical Support Specialist at Epsilon3 (United States) | BEAMSTART Jobs

Technical Support Specialist

Epsilon3 United States

Date Posted

24 Mar, 2023

Work Location

Los Angeles, CA, United States

Salary Offered

$60000 — $120000 yearly

Job Type

Full Time

Experience Required

3+ years

Remote Work

Yes

Stock Options

No

Vacancies

1 available

Epsilon3 is the OS for spacecraft and complex operations. We are an experienced team of engineering and design leaders from SpaceX, Google, Northrop, and Stanford. Our team worked firsthand on over 100 launches, including training and coordinating operations for multiple astronauts who successfully traveled to space and back. Epsilon3 is the result of decades of learning and delivers on the promise of making testing and operations as efficient, error-free, and enjoyable as possible. We are backed by Y Combinator and other world-class investors.

We are looking for a self-driven, highly technical, and detail-oriented Technical Support Specialist to join our team. The ideal candidate should be passionate about supporting customers in a B2B SaaS environment with both routine and more complex issue resolution. As the first member of the customer support team, you will be instrumental in building our core customer support processes and continuously finding opportunities to improve.

Your primary responsibilities will be to resolve customer issues in a timely and accurate manner while creating a world-class customer experience. You will be required to provide detailed answers to complex technical questions and, ultimately, to be considered a subject matter expert on Epsilon3’s product. In addition, you will build new support capabilities such as improved self-help materials, FAQs, and other customer resources. You will work closely with the Epsilon3 engineering, customer success, and leadership teams to build this new function. Ideal candidates will have a passion for technology and a knack for troubleshooting complex customer problems.

Primary Responsibilities

Provide exceptional customer service and technical assistance to Epsilon3 customers.

Resolve customer issues in a timely manner to ensure Epsilon3 meets customer expectations (and SLAs) on response time and resolution speed.

Assess ticket priority and escalate issues when necessary.

Problem solve customer problems including issue recreation to validate expected system behavior, potential bugs, and/or configuration issues.

Become a subject matter expert on the Epsilon3 product, learn where customers frequently need assistance, and stay up to date with new feature releases

Organize, build, and improve self-help resources including help articles, FAQs, and other customer “how to” documents.

Identify opportunities to improve core support processes. Develop standard operating procedures (SOPs) to formalize improvement plans.

Engage engineering team when required for in-depth investigation or bug resolution.

Participate in night, weekend, and holiday on-call rotation for coverage as needed.

Secondary Responsibilities

Collect feature requests/suggestions in a clear and organized framework.

Work with the product and engineering teams to provide input and recommendations on feature improvements.

Assist customers with their Epsilon3 configuration/workflows including suggestions on how to best set up the system to work for their specific needs.

Require Qualifications

3+ years of technical support experience supporting B2B SaaS services

Experience with support ticket tracking systems (e.g. Intercom)

Strong communicator with outstanding oral and written communication skills

Customer service mindset: Passion, patience, and drive to work with customers until their issue is resolved

Experience in fast-growing tech startups; Self-starter with the ability to navigate ambiguity and assess rapidly evolving priorities

Fluent in English (additional languages are a plus)

Love of learning (technical and otherwise)

US Citizenship and location in US (future security clearance may be required)

Preferred Qualifications

Bachelor’s degree in engineering

Operations experience in one or more related industries

Experience in the space/aerospace/defense industries nice-to-have but not required

About Epsilon3

The OS for spacecraft and complex operations

Company Size:

11 - 50 People

Year Founded:

2021

Country:

United States

Company Status:

Actively Hiring Looking for Partners Looking for Clients Raising Funds

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