Technical Support Engineer (San Bruno and Chicago)

Do you like solving problems? Are you an analytical thinker that enjoys troubleshooting interesting problems? Do you enjoy learning new things and working in a fast-paced, challenging environment? As a Technical Support Engineer I you will be a member of the Product Support team focusing primarily on Customer escalations, issues that involve higher complexity or have not been previously encountered, and bug/feature request management.

In this role, you will also be responsible for coaching and enabling the Customer Support Team to grow their own product knowledge and other areas of expertise and support readiness for new product features and functionality.   You should be able to take on support cases of moderate complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation.

Essential Responsibilities:

  • Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis
  • Teach solutions to customers
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in case tracking system
  • Work with members of other departments/teams to resolve product issues –escalating issues as necessary
  • Configure customer systems to meet requirements
  • Meet individual case management, SLA, and C-Sat Goals

Key Skills and Qualifications: 

  • 2+ years customer service experience
  • Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner
  • Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers
  • Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally
  • Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs
  • College Degree or equivalent experience
  • Able to apply non-linear thinking to problem solving
  • Familiarity with SaaS solutions is preferred

Competitive Advantage: 

  • Catered lunches 4 days a week (the 5th day is reserved for team fun)
  • Unlimited drinks and snacks
  • Competitive Medical, Dental & Vision coverage
  • Unlimited vacation time
  • Fun team events every week, month, quarter and pool, ping pong, life-size Jenga every day
  • Startup experience in a fast-growing company and the chance to grow into your dream role
  • A thoughtful leadership team that has done this before with great success
  • A playful and diverse team eager to meet you
  • A new MacBook Pro when you start
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