Production Support Engineer

Summary

Join Quantum Metric's Production Support team and contribute to delivering exceptional customer support. You will gain in-depth knowledge of the product's features and configuration, enabling you to effectively address support inquiries, share valuable knowledge, and guide customers in resolving challenges. Collaborate closely with Platform Engineering and Customer Success teams to diagnose issues and prioritize critical customer needs. This role offers a dynamic environment where you will encounter and solve new problems daily. This position is an excellent opportunity for individuals looking to expand their technical skills, learn from experienced professionals, and gain practical experience within the digital intelligence domain. If you are a motivated individual with aspirations for growth into roles such as Software Development, Sales Engineering, or Customer Success, this could be a great starting point for your career journey.

Requirements

• You enjoy tackling challenges and working collaboratively with fellow engineers to explore solutions and determine the most effective approach
• You recognize the value of learning from the experience of others
• You possess a natural curiosity and are likely familiar with a range of technologies, demonstrating an aptitude for continuous learning and expanding your technical horizons
• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or equivalent practical experience
• Experience with SQL, JavaScript, CSS, HTML, and React
• Familiarity with a support ticketing system (e.g., Salesforce, Zendesk, Jira)
• Strong written communication skills
• Solid understanding of the HTTP request/response cycle
• Familiarity with modern CSS frameworks and libraries
• Proven ability to manage and prioritize a significant volume of support tickets effectively

Responsibilities

• Address and resolve support inquiries from enterprise customers and internal teams
• Collaborate with Platform Engineering and Customer Success to investigate and diagnose technical issues
• Respond to support tickets within established service level agreement (SLA) timelines and provide regular progress updates
• Participate in customer meetings, as needed, to review the status of support tickets
• Create and maintain clear and concise documentation of solutions in our customer-facing knowledge base

Benefits

• Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
• FSA, DCFSA, and HSA accounts
• Employee Assistance Programs (EAP)
• Telehealth options
• Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident
• Healthy Rewards – Discount Programs
• Discounts on Pet Insurance
• 401k (with employer match) and Options / Equity
• 13 company holidays
• Unlimited Paid Time Off
• Sick leave
• Parental/Adoption Leave
• Promotional opportunities
• Rewards and recognition programs
• Robust onboarding and training program
• One-time stipend for work-at-home employees
• Monthly business expense stipend
• Flexible work environments
• Employee Discount Program (Perks at Work)
• Employee Referral Program
• Lead Referral Program
• MacBook and awesome swag delivered to your door
• Encouraging and collaborative culture
• RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)