Remote Support Engineer

Summary

Join our team as a Support Engineer and provide customer-facing service and technical support to customers using Conversica's software application.

Requirements

• 1+ years SaaS experience in a technical support or IT/Help Desk 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. Experience using ticketing systems such as Zendesk, JIRA, or Service Cloud
• 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
• Willing to work weekends and holidays as necessary
• High school diploma or equivalent with relevant work experience. Associate degree or higher preferred

Responsibilities

• Effectively engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a top-notch support experience
• Cultivate a deep knowledge of Conversica's software and help customers understand and navigate its features
• Diagnose software issues and coordinate with Product and Engineering teams following internal processes
• Use a variety of complex systems to prioritize tickets and maintain accurate records on the company's databases
• 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
• Collaborate with cross-functional teams in product, engineering and customer success on high-priority tickets and product improvements
• 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
• Apply account optimizations and customizations submitted internally by the Customer Success team

Benefits

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