About Job

Kula is seeking a highly skilled and experienced Technical Support Engineer to join our growing team. The ideal candidate will have at least 3 years of experience in technical support, a strong technical foundation, and a passion for solving problems while delivering world-class customer experiences.

In this role, you will be the first line of technical expertise for our customers—diagnosing issues, analyzing logs, joining customer calls, and working closely with our Product and Engineering teams to ensure a seamless experience. If you’re driven, detail-oriented, and love turning challenges into solutions, we’d love to hear from you.

Skills & Qualification

• At least 3+ years of experience in a Technical Support Engineer role.

• Hands-on experience working with data logs and strong analytical skills to quickly identify and resolve issues.

• Ability to read and understand code, ideally with experience in Ruby on Rails, to diagnose and troubleshoot complex technical issues.

• Strong customer focus with a track record of delivering excellent customer experiences, ensuring customer satisfaction and loyalty.

• Experience communicating directly with customers, including on live calls and troubleshooting sessions, to provide timely and effective support.

• History of meeting or exceeding KPIs in team environments, demonstrating the ability to work effectively in a collaborative setting.

• Outstanding communication skills—both written and verbal—to effectively interact with customers, teams, and stakeholders.

• Excellent troubleshooting and problem-solving abilities to diagnose and resolve complex technical issues.

• High personal productivity and time management skills to meet and exceed Service Level Agreements (SLAs) on response and resolution times.

Responsibilities

• Provide timely, high-quality technical support to customers, ensuring their satisfaction and resolving issues efficiently.

• Join customer meetings to understand issues firsthand, walk through troubleshooting steps, and provide clear guidance to customers.

• Diagnose and resolve technical issues by analyzing data logs, identifying patterns, and implementing effective solutions.

• Collaborate with Product Development and Engineering teams to understand features, escalate issues, and recommend improvements to enhance customer experiences.

• Create and maintain technical documentation (knowledge base articles, FAQs, and how-to guides) to empower customers with self-service solutions.

• Meet and exceed Service Level Agreements (SLAs) on response and resolution times, ensuring high-quality support and customer satisfaction.

• Partner with Customer Success and Product teams to relay customer feedback and influence product improvements, driving continuous innovation and improvement.

• Track, report, and analyze support metrics such as response time, resolution rate, and customer satisfaction to inform support strategies and optimize support processes.

• Drive continuous improvement by identifying opportunities to streamline and automate support workflows, enhancing efficiency and effectiveness.