Clari is hiring a
Technical Support Engineer

Summary

The job is for a Technical Support member in the Customer Solutions team at Clari. The role involves assisting customers, troubleshooting technical issues, and collaborating with internal teams. The position is fully remote and preferred to be worked from the West time zone.

Requirements

• 2-4 years of relevant experience in Technical Support or an equivalent role
• Comfortable working with APIs, Salesforce, SQL/SOQL
• Experience reading code, and testing specific class/methods locally
• Experience writing scripts (Ruby, python, etc.)
• Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability rooted in a passion for customer experience
• A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills

Responsibilities

• Act as an engineering point of escalation for highly technical issues; taking end to end ownership from initial troubleshooting to issue resolution
• Serve as internal and external SME: able to identify expected and unintended product behavior
• Work through complex technical issues and provide direction to customers both in technical and non-technical terms
• Write scripts and queries to solve complex customer problems
• Document bugs and feature requests with Product and Engineering for product issues that are impacting customers
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Provide feedback and collaborate with Product and Engineering to identify common or emerging issues prior to escalation

Preferred Qualifications

• Experience with Salesforce Service Cloud, Jira, and Slack is a plus
• Knowledge of Atlassian (Confluence) is a plus
• Knowledge of Twilio is a plus

Benefits

• Remote-first with opportunities to work and celebrate in person
• Medical, dental, vision, short & long-term disability, Life insurance, and EAP
• Mental health support provided by Modern Health
• Pre-IPO stock options
• Well-being and professional development stipends
• Retirement 401(k) plan
• 100% paid parental leave, plus fertility and family planning support provided by Maven
• Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays
• Focus on culture: Charitable giving match, plus in-person and virtual events