Associate Support Services Engineer (Remote)

Summary

As an Associate Support Services Engineer, you will play a crucial role in ensuring our customers receive prompt and effective technical support. You will be responsible for addressing customer inquiries, troubleshooting technical issues, and providing solutions to ensure smooth operation of our products/services. Your expertise will be essential in maintaining high levels of customer satisfaction and retention.

What you’ll do:

• Directly engage with customers via email, zoom meetings to address and resolve their most technically challenging issues.
• Assess customer needs, including the need for Product or Engineering team collaboration and engagement
• Validate and engage on JIRA tickets originated from customer needs, ensuring accurate information, proper prioritization and handling along with effective account team and customer communications
• Execute database and CLI scripting operations as part of troubleshooting and issue resolution process.
• Serve as the point of contact for escalated technical issues, leading the resolution process as a SWAT leader, as appropriate from lower tiered Technical Support teammates 
• Proactively monitor error logs and performance metrics for large customers, providing proactive support to prevent potential issues.
• Collaborate with internal teams to explore opportunities for evolving our internal tech stack, including APIs, integrations, and automation.
• Document and track customer issues and resolutions in our support ticketing system, ensuring thorough and accurate records.
• Contribute to the development and maintenance of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Lead technical enablement sessions with the internal Support teams to help ensure other team members are abreast of technical issues, changes that impact their day-to-day
• Work closely with the internal technical teams to identify and resolve technical issues 

What you’ll bring:

• Preferred: Bachelor's degree in Computer Science, Engineering, Information Technology, or related field.
• 6-12 months of engineering experience, capable of coding where appropriate in conjunction with the internal technical teams
• 3-4 years of experience in a technical support role, preferably in a software or technology company.
• Experience working with APIs and API-based SaaS integrations preferred
• Software development exposure/troubleshooting experience in one or more of our supported languages (JavaScript, Java, Ruby, .Net, PHP, Python, Objective-C, or Swift)
• A good understanding of how web applications and mobile apps are built and work
• Confidence with common UNIX-like command-line tools
• Ability to read server logs and process them to aggregate/analyze data
• Proficiency in JIRA or similar ticketing systems.
• Strong understanding of databases and experience with database operations.
• Excellent problem-solving skills with the ability to think analytically and logically.
• Experience in handling escalations and leading resolution efforts for complex technical issues.
• Proven ability to proactively identify and address potential issues before they impact customers.
• Familiarity with APIs, integrations, and automation tools is a plus including relevant coding, development of API connections and webhooks
• Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
• Customer-focused mindset with a passion for delivering outstanding service.
• Ability to work independently and collaboratively in a fast-paced environment.

Benefits:

• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
• 401K: Reach your financial goals while reducing your taxes

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change. 

Tier 1: $91,200  - $112,665

Tier 2: $82,100 - $101,400

Tier 3: $73,000 - $90,100

You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.