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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support processes, including escalation workflows, documentation creation, and customer onboarding. Possesses strong communication and organizational skills to effectively liaise between engineering and customer-facing teams.
Highest-signal resume keywords
Technical Support ExperienceSupport Tools ProficiencyDocumentation CreationCross-Team CollaborationCustomer Service Mindset
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Issue TrackingSupport Process DesignSLA Framework EstablishmentReporting Dashboard CreationEscalation Protocol Implementation
Soft Skills
Excellent Communication SkillsStrong Organizational SkillsAttention to DetailAbility to Translate Technical Concepts
Tools & Technologies
Ticketing SystemsSupport Tools
Industry Keywords
Customer Success ManagementStart-Up EnvironmentUS Business Hours
About the role
Key responsibilities & impact- Attend R&D team meetings to stay current on product developments and known issues
- Serve as technical liaison between engineering and customer-facing teams
- Coordinate escalation workflows between CSMs and engineering
- Track and prioritize technical issues across the customer base
- Design and implement standardized support processes
- Create documentation templates and knowledge base materials
- Establish SLA frameworks and escalation protocols
- Build reporting dashboards for support metrics
- Provide technical guidance to CSMs during complex customer issues
- Assist with technical aspects of customer onboarding
- Help prepare technical responses for customer inquiries
- Provide updates directly to customers through support@reco.ai to support quick response times
- Reduce average time to resolve technical issues
- Implement standardized support workflows within 90 days
- Establish clear escalation paths with defined SLAs
Requirements
What you’ll need- 6+ years of experience in technical support or operations
- Understanding of software development processes; expert-level coding is not required
- Experience with support tools and ticketing systems
- Strong documentation and process creation abilities
- Excellent communication skills for cross-team collaboration
- Strong organizational skills and attention to detail
- Ability to translate technical concepts for non-technical stakeholders
- Customer-service mindset focused on internal client success
- Previous experience working in US business hours
- Previous experience working in a start-up environment
- Customer obsessed
Benefits
Comp & perks- Remote/hybrid work arrangement
- Full-time employment