Description
Why we need you:
Everything we do revolves around our customers, and we’re looking for a customer-obsessed Technical Support Engineer who loves solving tricky problems.
As one of the founding members of our support team, you’ll play a critical role in shaping our customer support experience. You are scrappy, detail oriented, and aren’t afraid to get into the weeds. You never have a “not my job” mentality when it comes to solving customer problems. You are passionate about working with individuals across the company to make sure our customers have a seamless experience using Common Room.
If this sounds like something you’re excited about, we’d love to hear from you.
How you’ll contribute:
- Triage, investigate, and resolve support requests of all ranges of complexity, working both independently, in concert with Product and Engineering
- Support customers via email, Slack and scheduled conference calls when necessary
- Manage timely and exceptional communications with internal and external parties in order to meet customer SLAs
- Troubleshoot customer issues and assist with identifying bugs and defects, including clear replication instructions
- Design, develop, and publish knowledge base articles in collaboration with the product team to ensure technical documentation is accurate and up to date
- Participate in product testing, providing feedback and submitting feature requests to the product team on issues and improvements
- Drive operational excellence around support tooling
You will enjoy being a member of our team if you:
- 2+ years of relevant work experience in technical support, solutions architecture or a similar role. SaaS experience is a requirement.
- Bachelor’s degree in Computer Science, Information Technology or related field
- Experience with troubleshooting, debugging complex issues, and delivering clear customer solutions
- Experience with setting up and troubleshooting webhooks, API integrations, and CRM systems (Salesforce and HubSpot)
- Experience with support tooling including Zendesk, Slack, Thena, etc.
- Excellent written communication and interpersonal skills
- Strong problem-solving skills and attention to detail
- Thrive in a fast-paced environment and enjoy building from the ground up
- Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
This position offers a competitive compensation range of $60,000 to $90,000 OTE, accounting for experience, qualifications, location, and includes significant equity ownership.
