Technical Support Engineer in Broadcom’s Mainframe Software Division providing omni - channel customer support for product suites and resolving complex problems.
About the role
- Technical Support Specialist ensuring customer success by managing support through Intercom. Focused on automating solutions and enhancing customer interactions.
Responsibilities
- Managing support through Intercom.
- Automating what can be automated, and making sure every customer interaction that does need a human feels meaningful and high-quality.
- Following through until the problem is truly solved and make sure the customer feels heard throughout.
- Spotting patterns across support requests and proactively surfacing insights to product, consulting, and engineering.
Requirements
- Experience supporting enterprise SaaS or automation platforms.
- Experience with Intercom or similar support platforms and know how to build efficient workflows, macros, and automations within them.
- A strong instinct for what should be automated versus what needs a human touch—and know how to build both paths well.
- Understand the basics of AI products and can help customers reason about agent behavior and outputs.
- A knack for building internal knowledge bases, runbooks, or escalation processes from scratch.
- Worked alongside consulting or customer success teams and understand how support fits into the broader customer journey.
Benefits
- A sharp, motivated team that values ownership and candor.
- The chance to shape both product and culture while working on cutting-edge AI challenges.
- Real impact—your work will ship to customers and move the business.
- Competitive equity range and compensation.
- You can trade compensation for equity.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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