Technical Support Engineer

Summary

Join WalkMe, a leading provider of Digital Adoption Platforms (DAPs), as a Technical Support Engineer. You will be the primary point of contact for customers, providing support from sales to onboarding, project success, and renewals. Your responsibilities include resolving customer issues promptly and effectively, ensuring high customer satisfaction, and contributing to the knowledge base and customer community. You will communicate with customers through email, live chat, and phone calls, and gain in-depth knowledge of the WalkMe product and its features. You will also be responsible for understanding customer needs and providing solutions to help them achieve their goals.

Requirements

• 1+ year experience in software support or customer service
• Beginner to intermediate knowledge of HTML, jQuery, CSS
• Problem-solving mentality with a customer-first mindset
• Experience communicating in variety of formats (written, live chat, conference calls, in-person)
• Comfortable using application logs, browser dev tools, and other tools to investigate issues
• An ability to quickly understand and articulate new technologies
• Ability to work independently, with little direct supervision and as part of a team
• Excellent analytical and organizational abilities
• Ability to remain calm, composed and articulate when dealing with tough customer situations
• Must be able to work weekend, evening hours, and holiday shifts as required

Responsibilities

• You will communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
• You will be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
• You will gain an in-depth knowledge of the WalkMe product and its available features
• You will engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
• You will learn and retain product knowledge to understand and apply WalkMe's best practices for usage of the product
• Always think of creative ways that WalkMe can achieve a better overall experience, and share those with our management team

Benefits

• Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering
• Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance