Technical Support Engineer

About Limble

At Limble, we empower the unsung heroes who support the world. We've built the #1 Maintenance Management SaaS (CMMS) platform in an industry projected to double over the next five years. Organizations like McDonald's, Nike, Unilever, and Rite Aid rely on Limble every day to streamline, operationalize, and improve their maintenance programs while empowering employees. From preventive maintenance to inventory management and beyond, our robust CMMS platform offers a suite of features designed to streamline operations and enhance productivity.

About the Role

We are looking for a skilled Technical Support Engineer to join our Engineering department, focusing on bug triage, ticket management, and process improvement. As Technical Support Engineer, you'll play a pivotal role by acting as a bridge between our Customer Success team and Engineering team, ensuring that customer-reported bugs are efficiently resolved and that critical communication flows smoothly.

What You'll Do in the Role 

• Triage incoming bug reports from the Customer Success team, conducting initial analysis and validation.

• Fix bugs that are within your scope of expertise and escalate more complex issues to the appropriate engineering teams.

• Maintain ticket hygiene, ensuring that all tickets are accurately documented, categorized, and tracked through to resolution.

• Communicate proactively with critical customers, providing updates on the status of their reported bugs and ensuring a high level of customer satisfaction.

• Generate regular reports to identify trends and patterns in customer-reported issues, providing insights that can drive product improvement.

• Assist in process improvement initiatives by creating better documentation, developing scripts to automate repetitive tasks, and proposing changes to enhance the efficiency of the bug resolution process.

Qualifications

• Proven experience in technical support or a similar role, with a strong understanding of software development and bug triage processes.

• Exceptional analytical and problem-solving skills, with a keen attention to detail.

• Excellent communication skills, capable of effectively managing customer expectations and collaborating with cross-functional teams.

• Experience in creating reports and identifying trends, with the ability to translate data into actionable insights.

• A proactive approach to process improvement, with a track record of enhancing operational efficiency through documentation and automation.

• 2+ years of experience working in technical support and/or customer success.

Nice to Have 

• Previous experience with SaaS products

• Familiarity with scripting languages

• Knowledge of web technologies and frameworks

• Experience with Angular 2+ (Preferably Angular 16)

Benefits

• $70,000 - $85,000, depending on experience

• Fully remote position

• Stock options

• Flexible PTO

• 11 paid company holidays

• Paid parental …