Associate Technical Support Engineer

Summary

Join Funnel Leasing Inc. as an Associate Technical Support Engineer and provide exceptional customer support for our software products. This remote position, available in select states, involves troubleshooting complex technical issues, collaborating with engineering teams, and developing knowledge base resources. You will need experience in software troubleshooting and configuration, strong problem-solving skills, and a customer-focused mindset. Funnel offers a fantastic work environment with unlimited PTO, benefits starting on your first day, and a commitment to diversity and inclusion. We are a U.S. SaaS company revolutionizing the proptech industry with amazing software and an amazing team.

Requirements

• 1-2 years of experience in technical support, software engineering, or any customer-facing tech role
• Familiarity with or willingness to learn about software development processes, cloud-based infrastructure, and troubleshooting methodologies
• Strong problem-solving abilities, excellent communication skills, and readiness to learn new things
• Desire to stay current with industry trends and emerging technologies

Responsibilities

• Receive and process incoming support tickets from various channels
• Analyze and prioritize tickets based on urgency and impact on users or the organization
• Provide timely and effective resolution of complex customer issues related to the company's software products
• Communicate with customers through various channels, such as tickets updates, email, chat, and phone, ensuring a positive customer experience
• Collaborate with engineering teams to address product defects and implement solutions
• Develop and maintain strong relationships with customers, acting as a trusted technical advisor
• Performs other duties as assigned and modified at manager's discretion
• Foster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfaction
• Maintain open communication channels and promote a feedback-driven environment
• Encourage professional development and continuous learning opportunities for team members
• Contribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutions
• Collaborate with the Technical Support team to identify recurring issues and develop documentation to address them
• Provide feedback to product and engineering teams to drive product improvements based on customer feedback
• Work closely with engineering, product, and sales teams to ensure a seamless customer experience
• Participate in product training sessions and stay up-to-date with the latest product features and enhancements
• Share insights and best practice

Preferred Qualifications

• Degree or coursework in Computer Science, Engineering, or related fields
• Some experience with programming languages such as Python, JavaScript, or Ruby

Benefits

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP
• Benefits effective on first date of employment
• Remote-first
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)