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As a CS Engineer at FormAssembly, you will deliver technical solutions that directly enhance the customer experience. In this hybrid role, you will use your technical expertise, product knowledge, and problem-solving skills to diagnose, and implement solutions for complex customer issues.

Your primary focus will be to resolve customer-reported bugs through hands-on coding and debugging, collaborating with the Customer Success and Engineering teams. You’ll also handle escalated support cases and engage with customers directly, with occasional opportunities to contribute to product improvements.

If you enjoy tackling technical challenges, developing solutions through code, and engaging directly with customers, this role is for you.

In this Role you will:

• Debug and troubleshoot existing code. Write bug fixes and collaborate with Engineering on more complex solutions. We use PHP, Laravel, Javascript, TypeScript, React, HTML and CSS/Sass
• Coordinate and work closely with Customer Experience and Engineering Leads to handle technical escalations and support all customers. We support our customers in the most personal and friendly way possible through chat, email, screenshare and occasional phone calls.
• Serve as a technical escalation point for complex support cases, diving deep into troubleshooting, research, and coding to resolve issues.
• Use Salesforce to manage escalated cases and customer communication, and Jira for bug tracking and reporting.
• Assist the Support Team with troubleshooting, researching, and resolving challenging support cases.
• Work closely with the Engineering team to research and resolve customer issues and relay solutions back to the Customer Success Team
• Report directly to the Tier 2 Technical Support Manager.