Senior Support Engineer

Summary

Join Conversica's growing team as a Tier 2 Senior Support Engineer! This remote, West Coast-based role requires 3+ years of SaaS technical support experience and expertise in troubleshooting complex technical issues. You will be the go-to expert for escalated customer tickets, collaborating with cross-functional teams to deliver exceptional support. Your responsibilities include diagnosing problems, engaging with customers, escalating issues, and contributing to the knowledge base. Conversica offers a competitive salary, comprehensive benefits, and the opportunity to make a significant impact on a dynamic support team. This is a full-time, hourly, non-exempt position with a competitive salary and benefits package.

Requirements

• 3+ years experience in a SaaS technical support role required
• Proven technical aptitude with the ability to quickly troubleshoot and diagnose technical issues
• Knowledgeable about sales and marketing tech stacks, including marketing automation platforms, CRMs, and system integrations
• Strong understanding of logic functions and ability to create formulas
• Basic to intermediate knowledge of SQL and ability to write and use SQL statements
• Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow
• Able to thrive in a dynamic, fast-paced environment with a bias toward action
• Excellent written and verbal communicator who is passionate about providing a next-level service experience
• Passionate about technology and able to learn systems quickly
• Proven problem-solving, critical thinking, and time-management skills
• Self-motivated and able to work independently and in working groups
• High school diploma or equivalent with relevant work experience
• Ability to work remotely between the hours of 7:00 am and 5:00 pm Pacific Time, Monday - Friday

Responsibilities

• Troubleshoot and diagnose complex technical issues using a combination of internal tools and external resources
• Effectively engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a top-notch support experience
• Serve as the next level of escalation on the support team and handle escalated customer tickets professionally and compassionately
• Triage and escalate bug and problem tickets to product and engineering and serve as a liaison to proactively communicate status updates to customers and internal stakeholders
• Proactively communicate escalations and outages and their business impact to the leadership team
• Collaborate with cross-functional teams in product, engineering and customer success on high-priority tickets and product improvements
• Cultivate a deep knowledge of Conversica's software and collaborate with Tier 1 advisors by sharing knowledge and ticket resolutions
• Recognize ticket trends, proactively communicate them to the team, and propose solutions
• Document support ticket notes and customer interactions thoroughly and accurately in the support ticketing system
• Write and contribute content to Conversica's knowledge base, including troubleshooting guides, FAQs, and knowledge articles
• Assist customers with questions, basic navigation, and troubleshooting issues related to the product. Most problems require active listening and the ability to ask probing questions to understand the customer’s needs
• Apply account optimizations and customizations submitted internally by the Customer Success team

Preferred Qualifications

• Associate degree or higher preferred
• Preferred location on West coast, Pacific Time Zone

Benefits

• Comprehensive health, dental, and vision benefits
• PTO
• Holiday pay
• 401k
• Equity