Customer Support Engineer

Summary

Join 15Five's Technical Support team as a Customer Support Engineer and become the face of our brand, providing first-line support to customers and partners. You will assist with support issues through various channels, troubleshoot ambiguous problems, and build strong customer relationships. This role requires strong communication, problem-solving, and technical skills, along with a willingness to adapt to a growing business. You will also contribute to technical writing, creating training materials, and participating in peer coaching. 15Five offers a hybrid remote-first work environment and a comprehensive benefits package.

Requirements

• At least 3 years of experience in high volume customer or technical support
• At least 2 years specifically in SaaS
• Experience with Zendesk, Django, Jira, Zoom and Slack
• Impeccable writing and speaking skills
• Attention to detail
• High levels of empathy and emotional intelligence
• Curiosity mindset
• Must be a self-starter and have good time management skills

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers
• Respond within SLA requirement to customer inquiries, acknowledging and resolving customer complaints
• Communicate with customers through various channels (Zendesk, chat, Zoom)
• Provide customer support to internal partners such as CSMs, AMs and Sales
• Record customer feedback
• Feel comfortable with providing Support Leadership feedback on current processes
• Develop relationships with key stakeholders to maximize satisfaction and retention levels
• Communicate with proper grammar and punctuation
• Bring in other areas of the business to contribute to revenue and customer maturity goal
• Consistently meet QA goals
• Hold Office Hours with customers
• Ask powerful questions to understand issues
• Use problem solving skills and troubleshooting guides to isolate the issue
• Know our products inside and out to provide the best troubleshooting
• Be focused on learning and finding solutions
• Hold Zoom calls with customers to troubleshoot issues live where necessary
• Handle technical issues for our Priority Customers
• Identify technical documentation needs of end users and or internal teammates
• Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
• Organize and edit supporting documents for various product functions
• Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)
• Perform weekly Peer QA to give feedback to peers
• Treat feedback received with a growth mindset
• Respond to team questions and help teammates out when possible and knowledgeable

Preferred Qualifications

Knowledge of HR and HRIS’ a plus

Benefits

• Full Medical, Dental, and Vision Insurance
• Flexible Time Off (minimum 3 weeks off every year)
• Employer paid Short-Term, Long-Term Disability, and Term Life
• 401K with 4% match at 6 months of employment
• Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)
• Up to 16 weeks Paid Parental Leave for birth and non-birth parents
• 16 paid holidays in 2025
• TalkSpace (mental health therapy)
• Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)
• Thrive Time (2 hours of time on Friday dedicated to your personal self-care/self-growth/recharge activities)
• Monthly reimbursement for internet
• Sabbatical Program accessed at 7 Years
• We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities