As a Customer Support Engineer at Rocana, you will be the champion for customers and what they need to succeed at every step. You should be someone who’s deeply technical, but also have people skills as you will be the face of Rocana to many of our customers. You will be a core member of our Support team responsible for investigating, troubleshooting and resolving technical issues.

What you will be doing

• You will be the customer voice. You will have the unique advantage of understanding Rocana products from beginning to end

• Debug, troubleshoot and resolve complex technical issues reported by customers

• Partner with Product and Engineering to understand customer challenges, develop and implement creative solutions

• Responsible for the implementation of enhancements in the product that improve customer experience

• Proactively work with customers to understand their needs and give them a path to achieving their goals using current versions and transitioning to new versions of the product

All teams at Rocana care about developing customer empathy, people over technology, consensus over competition, team success over personal, allowing failure and supporting success, listening before talking, open decision making, diversity, and inclusiveness.