Technical Support Engineer

Summary

Join Ascend, a fast-growing SaaS company, as a Technical Support Engineer! You will be a trusted advisor to our customers, resolving technical issues and ensuring high customer satisfaction. This fully remote role requires strong troubleshooting skills, proficiency in SQL and other technologies, and excellent communication. Ascend offers competitive pay ($60,000-$65,000), exceptional benefits including comprehensive healthcare, a generous 401(k) match, unlimited time off, and a remote-first culture. We prioritize continuous improvement, customer satisfaction, and operational excellence. Apply today and join our team!

Requirements

• Have 1 to 3 years of experience in technical support roles, preferably in SaaS or software environments
• Possess strong troubleshooting expertise with proficiency in SQL and database management
• Have experience with ERPs like Workday
• Have experience with OCR technologies (MSFR, ABBYY, Iron, etc…), and debugging programming languages (e.g., Python, C#, Go)
• Demonstrate exceptional written and verbal communication, attention to detail, and a proven ability to resolve complex customer issues collaboratively
• Show a commitment to continuous improvement, customer satisfaction, and operational excellence
• Live in the Eastern Standard Time zone or be willing to work Eastern Standard hours

Responsibilities

• Diagnose and resolve customer issues across a range of technologies, including SQL, C#, and modern web applications (AWS, etc…)
• Communicate with customers via multiple support channels – primarily email, phone, and video conferences
• Maintain an average SLA adherence rate of 98% or higher, ensuring prompt and effective resolution of customer issues
• Consistently achieve and sustain a Customer Satisfaction Score (CSAT) of 95% or higher through exceptional communication and support quality
• Collaborate with cross-functional teams to resolve escalated cases efficiently and provide actionable feedback to improve product usability
• Document and standardize troubleshooting processes, ensuring consistency and clarity for all team members

Benefits

• Competitive pay ($60,000 - $65,000)
• Comprehensive health care benefits (100% covered for employees, 50% for dependents)
• Generous retirement plan match
• Annual Lifelong Learning & Wellness Allowance
• Flexible time off
• Paid holidays
• One week off between Christmas and New Year’s
• Culture of Diversity, Equity & Inclusion, charity matching and volunteer days
• Remote-first culture
• Flexible schedules
• 12 weeks of paid parental leave
• Great tools and tech to do your best work: Hardware, software, and home office setups