Product Support Engineer

About the Role
We are seeking a Product Support Engineer to support Beyond Finance's ambitious growth. You will investigate issues facing our operations users in various applications while working in a semi-autonomous and fast-paced environment. You will utilize your skills in end user support, software troubleshooting, and SQL to efficiently solve a large number of issues each day.
What You'll Do
Handle Tier II support for Operations users of CRM tools and some dependent systems.
Act as an escalation point to our Tier I support team.
Investigate, diagnose and debug production issues coming from agents and escalations.
Reproduce and customer issues by using existing tools.
Collaborate with other technology teams across the organization to investigate escalated issues.
Escalate trends, bugs, and other system errors to Tier III support and product teams.
Contribute to product documentation, knowledge transfer, customer knowledge base, and best practices guides.
Assist with critical escalations in technically challenging situations in collaboration with support teams.

What We Look For
2+ years in a technical support, system administration, SRE, or similar role.
Familiarity with troubleshooting and replicating software problems.
Experience collaborating with various tiers of support.
Ability to quickly learn new tools.
Well-organized, excellent work ethic, pays attention to detail, and self-starting.
Ability to independently track project progress and identify process gaps.
Excellent written and verbal communication skills.
Experience with SQL.
Experience with frontline support of operations users and third-party applications.
Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.).
Demonstrable clarity of thought and the ability to independently navigate ambiguous situations to achieve results.
Proven ability to work successfully with limited supervision and prioritize tasks for various stakeholders.