Technical Support Engineer - Remote

Overview

We are a fast-growing SaaS company selling a wide, and configurable product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day. We are hiring a Technical Support Engineer who will be focused on responding to technical inquiries about our software, along with providing training and support to our customers.

In Short

• Manage support requests to ensure product adoption.
• Assess support tickets to determine issues.
• Collaborate with services and engineering teams.
• Provide step-by-step instructional documentation.
• Invoke positive customer experience through issue resolution.
• Train customers on software usage.
• Author knowledge base articles.
• Facilitate customer meetings.
• Work in a fast-paced and dynamic environment.
• Growth opportunities into other areas of the organization.

Requirements

• Currently based in the US.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication.
• Technical aptitude to master support tools.
• Experience with customer support tools (e.g., ZenDesk, Jira).
• Excellent organizational and time management skills.
• Able to work productively with remote teams.
• Ability to prioritize multiple tasks.
• Comfortable working with small, growing teams.
• Ability to communicate technical information to non-technical users.

Benefits

• Opportunities for career growth.
• Work in a fast-paced environment.
• Empower customers through learning and education.
• Collaborate with a dynamic team.
• Contribute to innovative software solutions.