PacerPro

Support Engineer

• Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, find the cause, and escalate to engineering with clear context
• Set up and maintain customer configuration, including naming conventions, distribution lists, case follows and client codes
• Manage accounts and users, including SSO, domain changes, trials and subscription fixes
• Support enterprise customers through onboarding and integrations with their document management systems, working directly with their IT teams
• Troubleshoot data and web app issues, such as duplicate cases, incorrect case details and download problems, and turn recurring problems into runbooks and product feedback
• Automate repetitive tasks for yourself and the wider customer success team through self-serve tools and runbooks
• Use support and operations tools such as HubSpot, Jira, Confluence and Slack, plus logs, dashboards, Ruby/Rails and SQL for investigation, minor fixes and automation

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Technical Support Engineer