Remote Technical Support Engineer

Summary

Join Pocus, a Series A stage backed company, as a founding member of the Customer Success team. You'll be at the forefront of our mission to transform go-to-market teams into best-in-class operators, creating repeatable top-decile revenue performance and GTM efficiency. As a trusted partner and expert, you'll have the opportunity to have an outsized impact on our customers' business.

Requirements

• 2-4 years of relevant experience in Technical Support role at a B2B SaaS company preferred
• Comfortable working with APIs, Salesforce, SQL/SOQL
• Experience reading code, and testing specific class/methods locally
• Excellent written and verbal communication skills, with an ability to communicate effectively to varying levels of technical maturity
• A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
• You are empathetic and highly driven to make customers successful with a consultative attitude
• You thrive with autonomy and ambiguity and love taking on open-ended unstructured problems
• You’re able to think on your feet and solve problems creatively during calls with technical customers
• You’re excited to create and shape new processes and workflows
• You’re highly adaptable, easily acclimating to a rapidly changing business and industry
• You have a growth mindset and view setbacks as learning opportunities, not failures
• You’re naturally curious

Responsibilities

• Field and resolve product-related questions from customers
• Be assigned a book of business, alongside a CSM and Customer Engineer, supporting customers as the primary technical support representative on your accounts
• Monitor customer Slack channels and be the first point of contact for end users and internal stakeholders to unblock product related challenges blocking use of Pocus
• Become a product expert across the full range of Pocus capabilities, able to offer advice and best practices beyond “broke - fix” issues
• Solve customer’s problems asynchronously using Loom and Slack, and synchronously as needed via quick 1:1 huddles on a customer call
• Triage and escalate with engineering as needed to solve customer issues quickly and efficiently
• Meet SLAs for response time and resolution, maintaining world class CSAT
• Build a more scaled support model
• Rollout & iteration of tools and systems to support customers, both internally and within the product
• Build and maintain our external facing documentation
• Build our 1st use of automation for Level 1 and 2 issues to elevate our TSE function to focus on the higher value, more complex customer issues

Benefits

• Best in class medical, dental, and vision plans through our PEO
• A monthly wellness stipend to help support you in your health goals
• 401K through Guideline to help you invest in your future
• Access to mentorship programs through First Round Capital for personal growth and development
• 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!
• Work from home stipend to help you succeed in a remote environment