• As a Customer Support Engineer, you are a champion for a customer-first culture and drive continuous improvement. • Support Engineers provide our global client base with technical support between 9am and 5.30pm (Monday-Friday) across various products. • Triage and solve user issues, relaying user requests to the engineers.

• Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience. • Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed. • Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores. • Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. • Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience. • Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries

• Bridge business teams and delivery teams for data engineering, analytics, AI, and Power BI work; gather requirements clearly and help keep scope sharp for parallel work streams • Work directly with business stakeholders to gather, clarify, and document requirements for analytics and data use cases • Translate business needs into clear inputs for data engineers, AI teams, and Power BI developers • Validate that delivered outputs match business intent before going back to users • Help define features and scope so complexity stays controlled and value stays high • Support milestone-based delivery across multiple parallel workstreams

Role Description We are seeking a Global Support Engineer who is excited to offer top-notch support to and advocate for our users! This is an opportunity to work cross-functionally with various teams to ensure that we are meeting user needs while keeping ease of receiving support high. If you are an exceptional multi-tasker with a track-record in support that can juggle many different priorities and responsibilities from research to troubleshooting to problem solving all day long, all while managing your time effectively, this may be the right role for you. - Understand CodeSignal’s mission, values, and current goals to reach meaningful new support milestones quarter after quarter - Develop comfort with the product offerings at CodeSignal and leverage knowledge to assist users - Have a clear understanding of the needs and workflows of users - Balance and prioritize multiple tickets at once, conduct research, and maintain an ongoing support queue - Delight users through effective and efficient communication and resolution of issues - Gather careful data points for each issue presented to you in order to inform a thoughtful and elegant resolution - Maintain communication with users and internal stakeholders to ensure an excellent user experience Qualifications - 2+ years experience in a support role (preferably with B2B or SaaS) - Strong written and verbal communication skills in English - Proficiency in at least one programming language - Ability to remain focused and flexible despite competing priorities - Organizational, research, and time-management skills - Strong troubleshooting and problem-solving skills - A collaborative, helpful, and empathetic team player - A quick and agile learner that can adjust strategies quickly - Able to effectively identify severe issues and escalate them properly - Excited about joining a fast-paced startup and working harder than they have ever worked before