Technical Support Engineer

• The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities
• Become an expert in the product
• You should have an IT related degree, several years of professional experience, and a passion for solving problems
• Familiarity with SaaS solutions is preferred
• Proactively manage and respond to support tickets
• Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day
• Understand, interpret, reproduce, and diagnose customer problems

Perform Root cause Analysis

• Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs

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
• Experience previously working with customers is essential
• Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary
• Configure customer systems to meet requirements
• Meet individual case management and SLA Goals
• Operate as a subject matter expert in at least one product area

Benefits

• Health Coverage: Doing your best starts with feeling your best. We provide fully paid medical, dental, and vision for employees, plus 70% for dependents
• Flexible Time Off: You can’t mobilize if you don’t rest and recharge—so take as much paid time off as you need
• Fruity Umbrella Drink Bonus: When we say we want you to take time off, we mean it. To encourage you, we offer extra compensation when you take time off in full-week increments
• Retirement Plan: There’s life beyond work, and someday there will be a lot of it. We’ll help you save for that time
• Professional Development: We invest in our people and build their skills for the future of work—no matter where that future takes them
• Family Leave: We support making big changes, and nothing will change your life more than bringing a child into your family. That’s why we offer 12 weeks of fully paid family leave for all parents
• Volunteer PTO: We give you paid days off to give back because we want our workforce to be a force for good
• Commuter Benefits: Although much of our workforce is remote, when we do head into the office, we subsidize eco-friendly ways to get there