Technical Support Engineer

Summary

Join Lattice's Technical Support Engineering team and become a pivotal member in ensuring unparalleled customer support experiences. As a Technical Support Engineer, you will provide expert technical assistance, troubleshoot customer issues, and collaborate with engineering and product teams. You will be the initial point of contact for technical inquiries, driving resolution and actively participating in process enhancements. Your responsibilities include managing technical cases, improving processes based on data insights, supporting prioritization of engineering tasks, leading product feedback projects, and partnering with engineering and product teams. This role requires stellar communication skills, a passion for customer success, experience in HR technology, and robust skills in SQL, integrations, and database administration. The position offers a competitive salary, incentive stock options, and a comprehensive benefits package.

Requirements

• Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions
• You possess a genuine passion for ensuring our customers achieve both personal and professional success
• You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions
• You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating "What's Next?"
• You have prior experience in HR technology, particularly in HRIS and/or payroll
• Your proactive approach drives you to identify and implement effective solutions
• You demonstrate robust skills in SQL, integrations, and database administration
• You are located in the EST timezone

Responsibilities

• You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone
• You'll independently manage technical cases to ensure prompt resolution
• You'll improve processes based on data insights, focusing on documentation and engineering tasks
• You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers
• You’ll lead product feedback projects to improve operational efficiency
• You’ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective
• You’ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams
• May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life, AD&D, and Disability Insurance
• Emergency Weather Support
• Wellness Apps
• Paid Parental Leave
• Paid Time off inclusive of holidays and sick time
• Commuter & Parking Accounts
• Lunches in the Office
• Internet and Phone Stipend
• One time WFH Office Set-Up Stipend
• 401(k) retirement plan
• Financial Planning
• Learning & Development Budget
• Sabbatical Program
• Invest in Your People Fund