Customer Support Engineer

Description

Dot Compliance is a leading provider of cloud-based Quality and Compliance management solutions for the life sciences industry. Our SaaS solutions leverage the world’s most innovative cloud technology provider, Salesforce.com. As a young and innovative software company, we aim to dramatically transform how pharma, biotech, and medical device companies manage their quality and compliance processes.

We are seeking a Support Engineer to join our North America Customer Support Team. In this pivotal role, you will drive customer satisfaction and support our internal teams as they leverage Dot Compliance to transform their day-to-day quality and compliance operations. You will act as the primary point of contact for customers, guiding them through our solutions and ensuring efficient management of their quality and compliance processes.

To excel in this position, you must rapidly acquire a deep understanding of our products and our customers’ needs. You will apply this expertise to provide timely and quality support for our customers. Your primary responsibilities include addressing inbound product inquiries and resolving issues for our global customer base. You will empower customers by overseeing hundreds of interactions through portal, email, and phone channels. Collaborating with internal teams such as Professional Services, Customer Success, and DevOps will be essential as you champion and escalate customer issues.

If you are passionate about quality and compliance and ready to roll up your sleeves to solve customer problems, this is the role for you.

Requirements

DUTIES AND RESPONSIBILITIES:

• Act as the primary point of contact to address product questions and resolve issues for all customers while gaining a deep understanding of their quality management pain points.
• Deliver exceptional and prompt support for all customer interactions.
• Assess and triage customer issues based on impact and urgency.
• Master the Dot Compliance product suite and utilize your expertise to guide users with troubleshooting support tickets and creating/updating cases and knowledge articles.
• Partner with and escalate critical issues to internal teams (DevOps, Professional Services, Customer Success, etc.) to coordinate resolutions for customer challenges.
• Document and streamline technical knowledge and customer interactions to enhance future support efforts.

KEY REQUIREMENTS AND QUALIFICATIONS:

• 2-3 years of experience in a technical B2B support role in the software as a service (SaaS) industry.
• Experience with Salesforce, quality management, or compliance is a plus.
• Based in a location that is in the US PST/MT/CST time zone.
• Demonstrated strong technical aptitude and problem-solving skills, coupled with a commitment to mastering new technologies and systems, and the capacity to think critically under pressure.
• Exhibit excellent communication skills, both verbal and written. You can swiftly evaluate a customer’s question or concern and deliver impactful responses and solutions.
• Deliver strong organizational and time management skills, with the capability to balance competing requests and prioritize effectively.
• Exemplify empathy and diplomacy. You consistently prioritize customers and can navigate challenging requests, establish appropriate expectations, and implement effective corrective actions.
• Function autonomously and proactively. You are a remarkable self-starter who thrives both independently and collaboratively in a rapidly changing environment.
• Embrace curiosity, innovation, and tenacity. You champion customer needs, willing to roll up your sleeves to resolve their problems.