• Respond to customer inquiries through live chat with professionalism and speed • Provide technical troubleshooting for product features, integrations, and platform functionality • Handle phone and email support requests when needed to ensure comprehensive coverage • Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity • Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features • Ensure timely and accurate resolutions while maintaining attention to detail in all interactions • Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems • Document recurring issues and system bugs, escalating them to appropriate internal teams • Review and update customer information with strong attention to detail • Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers • Maintain a professional yet personable tone across all customer touchpoints • Collaborate proactively with team members to resolve complex customer concerns efficiently • Follow internal support procedures and quality guidelines to deliver consistent service • Meet or exceed quality standards set by both internal teams and client assessments • Demonstrate adaptability and willingness to learn new tools, processes, and product updates

• Respond to customer inquiries through live chat with professionalism and speed • Provide technical troubleshooting for product features, integrations, and platform functionality • Handle phone and email support requests when needed to ensure comprehensive coverage • Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity • Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features • Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems • Document recurring issues and system bugs, escalating them to appropriate internal teams • Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers • Maintain a professional yet personable tone across all customer touchpoints • Follow internal support procedures and quality guidelines to deliver consistent service • Meet or exceed quality standards set by internal teams and client assessments

Role Description The Support Engineer is an independent contractor who sits within the Platform organization and serves as a dedicated technical resource for the Customer Experience (CX) team. This role owns the resolution of technical tickets opened by CX, including customer onboarding and decommissioning workflows, data migrations, and a broad range of infrastructure and platform-level requests. The Support Engineer is not embedded in CX but works in close partnership with them, translating operational needs into reliable technical execution. This is an excellent opportunity for a technically skilled individual who enjoys working at the intersection of platform engineering and customer operations, and who can operate with a high degree of autonomy. The Support Engineer will gain deep exposure to the company's infrastructure and product ecosystem while directly impacting customer satisfaction and time-to-resolution. Due to the production access required for this role, a background check is a condition of engagement. Responsibilities - Customer Lifecycle Management: - Handle technical onboarding (provisioning environments, configurations, integrations, and data imports) - Handle decommissioning (data exports, environment teardown, access revocation) - Data Migrations & Quality: - Perform structured data migrations between systems, including data validation, transformation, and quality assurance to ensure data integrity. - Technical Ticket Resolution: - Own and resolve technical tickets escalated by the CX team, including environment troubleshooting, bulk updates, and complex platform issues. - CX Partnership & Communication: - Collaborate closely with Customer Success and Implementation managers to clarify technical needs and communicate outcomes clearly. - Automation & Process Improvement: - Identify recurring issues to build tools, runbooks, and automation that reduce ticket volume and speed up resolution times. Qualifications - SQL & Database Management: Advanced proficiency in writing and executing complex queries to facilitate data extraction, transformation, validation, and large-scale migrations across relational databases. - AWS Cloud Infrastructure: Hands-on expertise with core AWS services (including RDS, S3, EC2, and ECS) to effectively support and maintain cloud-hosted client environments. - Kubernetes Orchestration: Sound working knowledge of cluster operations, pod lifecycle management, and workload troubleshooting in containerized environments. - Infrastructure as Code (Terraform): Practical experience interpreting and applying Terraform configurations to streamline automated environment provisioning and decommissioning workflows. - Version Control & CI/CD (Git/GitHub): High level of comfort managing infrastructure repositories, including creating, reviewing, and merging Pull Requests for Terraform and Helm codebases. - Helm Deployment: Proficiency in deploying and managing Helm charts to handle customer environment setups and teardowns efficiently. - English Proficiency: Must-have C1-level fluency (written and spoken) to communicate effectively, translate technical concepts into plain language, and collaborate seamlessly across teams. Benefits - 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection. - Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings. - Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed. - Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock. - Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies. Company Description We are a veterinary software company that helps practices enhance patient care, improve staff efficiency, and minimize burnout. We were founded in 2017 and are a mid-size company (50-100 people) that has used Elixir from the start. Our back-end runs fully in Elixir with our front-end in React, with GraphQL connecting the two.

Role Description KeyMik is seeking a customer-focused Technical Support Specialist to provide exceptional technical assistance to our users, creators, affiliates, and internal teams. You will troubleshoot platform issues, resolve technical inquiries, document recurring problems, and collaborate with engineering to ensure a smooth user experience. This is a startup role requiring strong communication skills, technical aptitude, and a proactive approach to solving problems. - Provide first-line technical support via email, chat, and support tickets. - Troubleshoot user account, login, payment, and platform issues. - Resolve technical problems or escalate complex issues to engineering. - Document bugs, feature requests, and technical issues. - Maintain accurate support tickets and customer records. - Assist users with onboarding and platform navigation. - Create and maintain help center articles, FAQs, and documentation. - Test new platform features before release. - Verify bug fixes and report quality issues. - Monitor support metrics and response times. - Collaborate with Product and Engineering to improve user experience. - Identify recurring issues and recommend process improvements. - Deliver professional, friendly, and timely customer support. - Maintain confidentiality and data security while assisting users. Qualifications - 2+ years of Technical Support, Help Desk, or Customer Support experience. - Bachelor's degree in Computer Science or related field. - Strong troubleshooting and problem-solving skills. - Experience with ticketing systems (Zendesk, Freshdesk, Jira, Intercom, or similar). - Basic understanding of web applications, browsers, and SaaS platforms. - Excellent written and spoken English. - Ability to explain technical concepts to non-technical users. - Strong organizational and time management skills. - Comfortable working independently in a fast-paced startup environment. Company Description