Technical Support Engineer

Summary

Join WalkMe's dynamic team as a Technical Support Engineer and become a trusted point of contact for our valued customers. You will provide prompt and effective solutions, ensuring high customer satisfaction and adherence to Service Level Agreements (SLAs). Your responsibilities include communicating with customers via email, live chat, and phone calls, gaining in-depth product knowledge, and contributing to our knowledge base. You will need 1+ year of experience in software support or customer service, along with a problem-solving mentality and excellent communication skills. WalkMe offers a supportive culture, flexible work arrangements, professional development opportunities, and comprehensive health care coverage, including a 401(k) program with company matching.

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

• Communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
• Be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
• Gain an in-depth knowledge of the WalkMe product and its available features
• Engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
• 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)
• A vacation policy to encourage a healthy work-life balance