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Support Engineer

Paragon

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See open jobs at Paragon.See open jobs similar to "Support Engineer" Garuda Ventures .

Customer Service

Remote · Los Angeles, CA, USA

Posted on Saturday, April 29, 2023

We’re looking for a highly motivated Technical Support Engineer to join our team at Paragon! As a key member of our team (and first technical support hire!), you will play a critical role in ensuring our customers have a positive experience with our products and services. You will work closely with Engineering, Support, Success, and Product to triage issues, identify areas for improvement, and develop solutions for our customers' challenges.

If this sounds exciting to you, we'd love to chat!

Compensation Range: $120k-$140k OTE | 0.01 - 0.04%

To be considered for this role, please apply via our Lever job site: https://jobs.lever.co/useparagon.com

What You'll Do

Become an expert on the Paragon platform and related solutions - serve as key point of contact for clients during and after the product implementation phase
Continuously acquire deep product knowledge and learn new technologies
Triage issues with engineering, answer questions about the product, and provide feedback on customer implementations
Identify areas for improvement in the product based on customer feedback
Communicate with customers via Zendesk, Slack, or Zoom sessions, clearly explaining solutions and providing advice on specific capabilities of the Paragon platform
Collaborate with product and engineering teams to report issues/bugs, prioritize fixes, develop solutions for our customer’s challenges, and share technical support trends
Assist in enhancing our knowledge base and help center content based on customer support trends
Collaborate with Customer Success to help provide support trends/insights for QBRs

Who You Are

2 - 4 years of experience in a customer-facing implementation engineering role or similar
2 - 3 years of coding experience, ideally in JavaScript
Strong verbal and written communication, including active listening, conflict resolution & customer empathy
Strong analytical and troubleshooting skills, familiar with common monitoring and logging systems
Ability to collect, analyze, and make business recommendations with data
Experience utilizing and troubleshooting APIs and comfortable interpreting and leveraging API documentation
Ability to keep track of the many different cases and provide frequent updates to customers
Enjoy having autonomy while actively seeking out team for advice and solutions where needed

We'll Provide

New laptop/equipment of your choice
Top of the line health, dental, and vision insurance
Unlimited PTO
Annual team retreats

Paragon is an embedded integration platform for SaaS apps - we enable companies to build products that integrate with the SaaS ecosystem. With Paragon, software companies can integrate with hundreds of different SaaS apps in minutes while providing their customers with a seamless, unified integration experience. Our vision is to build the connecting layer for all software that enables every application in the world to work together seamlessly.

In the last year, we’ve grown by over 6x and now work with nearly 100 customers around the world. We’ve raised over $16M from world-class investors like Inspired Capital, Y Combinator, Global Founders Capital, Soma Capital, and Village Global, and have been featured in Techcrunch and Forbes.