Senior Technical Support Engineer

Klaviyo is looking an experienced Senior Technical Support Engineer to support our customers across various channels and applications. The Senior Technical Support Engineer will be responsible for resolving highly technical issues and ensuring customer satisfaction through timely and effective solutions. As a senior member of the team, you will be expected to serve as an escalation point for support matters and technical questions, as well as provide mentorship for other team members. We are customer-obsessed and thrive on helping our customers succeed through empathetic, efficient support.

How You'll Contribute:

• Provide exceptional technical support to Klaviyo customers through multiple channels (i.e. chat, email, phone).
• Deeply understand the Klaviyo product and the use cases in which our customers utilize it, such that you’re able to solve problems end-to-end and creatively recommend solutions.
• Independently troubleshoot and resolve complex technical issues such as SDK/API issues, deliverability, data syncs, integrations, and email rendering issues.
• Serve as an escalation point and subject matter expert for the broader team regarding various products and technical issues. Help mentor newer team members and provide constructive feedback on cases.
• Efficiently replicate, identify, and document bugs to engineering teams. Collaborate with engineering teams to reach a permanent resolution.
• Proactively identify patterns and trends to provide solutions, develop internal processes, and recommend improvements.
• Contribute to the creation and maintenance of support documentation, including internal knowledge bases, user guides, and FAQs.
• Participate in the on-call rotation as needed.
• Analyze support metrics, identify areas for improvement and propose solutions to optimize the support process.
• Exemplify our Customer First product principle.