Technical Support Engineer

Summary

Join Rentable, a profitable, growth-stage martech and data SaaS company, as a Technical Support Engineer. You will be the primary point of contact for complex client issues, acting as a liaison between engineering and support. This role requires strong analytical and problem-solving skills, excellent communication, and experience in technical support. You will diagnose and resolve complex technical issues, document incidents, collaborate with various teams, and provide training to team members. Rentable offers a 100% remote workplace, competitive compensation, flexible vacation, and comprehensive benefits.

Requirements

• 5+ years of experience in a Technical support engineer role
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and non-technical employees and customers
• Strong analytical and problem-solving skills
• Proficient with Google Suite or related software
• Detail-oriented and dependable, with a positive and curious attitude
• Experience with Salesforce (or other comparable CRMs), support, ticketing software systems, and best practices

Responsibilities

• Diagnose and Resolve Issues: Analyze, troubleshoot, and resolve complex technical issues related to software, hardware, networking, and system configurations
• Incident Documentation: Accurately document all support interactions, incidents, and resolutions within the ticketing system for tracking, reporting, and future reference
• Consistently meets OKRs and KPIs as communicated by your manager
• Collaborate with Teams: Work closely with engineering, product, customer success, sales, and other relevant teams to resolve escalated issues and contribute to product improvement through feedback on recurring technical problems
• Customer Education: Provide end-users with guidance, training, and support materials to increase their understanding of the products and to prevent recurring issues
• Problem Escalation: Identify issues requiring advanced troubleshooting or escalation, ensuring timely hand-off to senior engineers or relevant departments
• Develop Support Tools: Create or contribute to support tools, automated scripts, and diagnostic resources that enhance support capabilities and enable faster resolution of issues
• Assist in Maintaining the Knowledge Base: Regularly update and expand the internal knowledge base with solutions, best practices, and troubleshooting steps to improve efficiency in addressing future issues
• Stay Updated on Product and Industry Changes: Keep current on new product features, updates, and industry trends to provide the best possible support
• Feedback Loop with Product Teams: Communicate recurring issues and user feedback to product and development teams for consideration in future releases
• Meet Service Level Agreements (SLAs): Ensure that all support interactions meet or exceed established SLAs for response and resolution times

Preferred Qualifications

• Bachelor’s degree or higher
• PropTech or SaaS industry experience

Benefits

• 100% remote workplace
• Competitive Compensation
• Flexible Vacation
• Medical, Dental, and Vision Insurance
• 100% paid Short-Term Disability, Long-Term Disability, and Life Insurance program
• 401k Program