Technical Support Engineer

Summary

Join SevenRooms as a remote Technical Support Engineer and manage client support cases, leveraging technology to solve problems and maximize client productivity. You will report to the Senior Director of Engineering and work with internal teams to resolve product, feature, and integration issues. Responsibilities include managing client support cases in Zendesk, supporting clients on payment cases, performing QA, contributing to the technical knowledge base, assisting with coding, and identifying solutions to system issues. The ideal candidate has 3+ years of experience in a technical support role, a solid understanding of Javascript, and knowledge of APIs. SevenRooms offers a comprehensive benefits package including medical coverage, life insurance, income protection, a monthly stipend, milestone awards, and support for professional development.

Requirements

• 3+ years of experience in a technical support role; B2B and/or SaaS experience preferred
• Must have solid understanding of Javascript
• Knowledge and experience in APIs required
• A commitment to providing extraordinary customer experiences and the tenacity to drive issues to resolution
• Experience authoring and administering documents for training and knowledge bases
• Strong analytical, problem-solving ability paired with strong organizational skills
• Excellent verbal and written communication

Responsibilities

• Manage client support cases on a daily basis, and document customer interactions and resolutions in Zendesk
• Support clients on payments cases, from investigation to resolution
• Own our Payment Processor knowledge, contributing to organization overall readiness
• Partner with internal teams including Product, Engineering, Sales, and Customer Success to identify and resolve Tier 2 product, feature, and integration issues; provide customer feedback and insights to inform product roadmap
• Perform detailed QA of application and customer environment issues
• Become a SevenRooms product expert, and contribute to our technical knowledge base and support documentation
• Assist with coding and producing out-of-box and custom client projects
• Research, diagnose, troubleshoot and identify solutions to resolve system issues

Preferred Qualifications

• Payment-focused technical support experience a plus
• Experience in some of the following: JSON, HTML, Python, including the ability to inspect and diagnose issues in web applications, mobile and data-intensive applications
• Experience using Zendesk, Jira, and Salesforce a plus

Benefits

• A fresh start: SevenRooms offers the unique opportunity for eligible new hires to participate in our Fresh Start Program, where the company provides the option to curate your own meaningful experience, to reset and refresh. Whether you want to prioritize self-care and rest, connect with loved ones, or treat yourself to something new – the choice is up to you and our team is ready to help make that happen
• Equitable compensation: Our compensation packages are based on competitive external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry
• Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection
• Employee programs: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You will also receive unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure
• Learning and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs as part of many reimbursement options available through Roomie’s Choice