Technical Support Engineer

At Limble we empower the unsung heroes who support the world. We’re revolutionizing the way businesses manage their maintenance operations, offering a comprehensive suite of software solutions that empower organizations to optimize asset performance and drive operational excellence. From preventive maintenance to inventory management and beyond, our robust CMMS platform offers a suite of features designed to streamline operations and enhance productivity. With a focus on innovation and client satisfaction, we've earned a reputation as a trusted partner for businesses seeking to improve efficiency and reduce costs. As we continue to expand our offerings, we're seeking driven individuals who are passionate about making a meaningful impact while contributing to our mission of revolutionizing maintenance management.

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.

Key Responsibilities:

• 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

• Stock options

• Fully remote role

• Health, Dental, Vision, and Life insurance

• Flexible PTO

• 401k with company match

• HSA with company match

• Opportunities to grow with us!

At Limble we are solution-oriented and customer-obsessed. We hire with a people-first approach, and we understand there’s no such thing as a perfect candidate. Limble’s company culture and values are based on collaboration and transparency. Our customers come from all different backgrounds and so do our employees. If you’re results-driven, enjoy solving complex problems, and are curious about what you could accomplish at a rapidly scaling startup, we’d love to hear from you.