Customer Support Engineer

Accountable2You•Williamstown, KY

42d•$60,000 - $70,000•Onsite

About The Position

We're growing and looking for our next Customer Support Engineer to join our team! Do you share our passion for accountability, love our core values , enjoy technology, and possess excellent written and spoken communication skills? Read on! What’s the starting salary range? Depending on your customer service and technical support experience, this full-time salaried role starts between $60,000 and $70,000 annually. What does a normal day look like? As a Customer Support Engineer, you will need to master the deeper workings of our software, acting as a subject-matter expert and guiding other team members through complex conversations. Most of our work centers around things our customers encounter: troubleshooting software issues on various device types, explaining technically advanced details about our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS give us a wealth of technical topics to learn and master each day. As a CS Engineer, you’ll also be expected to learn about our backend technology stack over time, as you’ll frequently serve as the liaison between Customer Support and DevOps. To effectively communicate with our product and DevOps teams, you’ll need to understand the fundamentals of our various monitoring methods and API functions. While you won’t necessarily write our technical documentation, your expertise will be leaned upon heavily to review our customer-facing documentation for technical accuracy as we roll out software updates. Although you might not be a software developer, you’ll spend about 20% of your week on troubleshooting, bug-reporting, and project-based tasks. You’ll also get the chance to use virtual machines and test devices to suit your test cases and isolate bugs in our production software. Our Customer Support team handles incoming technical and account-related emails as well as live chats while working together on improving our processes, customer documentation, and learning (and testing) our technology. It’s important to note that while our support team is customer-facing, we don’t operate in a call center or a “sweatshop” dynamic. Customer Support spends a great deal of time designing processes, improving our customer-facing content, and documenting our technology. You’re expected to jump into the inbox alongside the other team members, yet also spend a great deal of time designing processes, improving our customer-facing content, and documenting our technology. Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation. While many of our customers use our software to keep would-be temptations at bay and maintain a lifestyle of purity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words – but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material. About you You're an outstanding human. We get it, no one is perfect, yet you possess a strong moral character that loves our core values and affirms Accountable2You's mission and purpose . You believe the struggle is real. You count bondage to pornography and other addictive behavior as serious matters . You’re committed to helping people in their journey toward life change. You're experienced in tech support. We’re looking for at least 3 years of experience in a technical support role, such as desktop support, system support specialist roles, or network support specialist roles. Bonus points if written communication between you and your customers comprised over 50% of your interactions! You're a veteran with SaaS software and technology. We provide extensive training on our products, but you won’t need any training on the common software tool stack; you’ve been there and done that. If you haven’t used it before, you know how to find the answer and learn the tool because you do this all the time. You're a natural communicator. While you don’t need to be an extrovert, those who know you best would say you thrive in environments that rely upon clear written and spoken communication. You’re actively learning new methods of utilizing tone and voice in your customer interactions. You can document even the most confusing error or bug in an understandable and relatable way; both DevOps and Customer Support understand what you’re saying. You're a resourceful learner and a natural teacher. You’re naturally curious and love the art of “asking the better question” that reveals the actual need. You have a long list of techniques for navigating complex or confusing situations. You might not be a developer, but you’re resourceful: you know how to test your hypothesis, isolate bugs, and find answers. You're a gifted peer mentor who can humbly guide your teammates as they handle challenging technical questions. You're highly empathetic and see things from the other person's point of view. You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you, rather than stupid because of a knowledge gap or a small mistake. Your teammates depend upon your ability to see the technical factors behind a problem. You're eager to grow personally and professionally. Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time. Excellence matters to you. At Accountable2You, we all view feedback as the means to grow and improve toward excellence. That means we’re quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too. You're persistent and love solving problems. There are few easy answers here, and this excites you. Every customer is a real person with unique needs and emotional predispositions. Likewise, every device is different and poses its own challenges. You don’t quit until you’ve done the hard work to research and answer the question at hand. You love discovering a better way. Like us, you feel the saying, “faster is better” isn’t quite right. Instead, you believe that “better makes us faster,” so you’re always on the lookout for new efficiencies and a better way forward. Speed improves with efficiency and experience, and you’ve built a fair bit of both. You love building a process, seeking clarity, and creating unity through standardization. You're a flexible and proactive doer. You don’t wait for someone to tell you what to do next. You own your work, and you’re always looking for the next opportunity to meet a need, serve customers, or help your team. You see trends and rally your peers to take action. You know how to escalate critical matters to management or take the lead when it’s within your scope. Likewise, you’re flexible to help cover our Saturday rotation or other shifts in the future.

Requirements

A minimum of three years of experience in a technical support role, preferably in an IT department or technology-centered role
A genuine delight in serving customers and meeting needs
Mastery in explaining complex concepts with a tone that reflects a kind, honest, and confident clarity
Experience with VPNs/networking, systems administration, software development, or end-point support (desktops, mobile, etc.)
Highly proficient in learning and testing new technologies (e.g., versions of Linux)
Expert troubleshooter: You know how to reproduce a bug and document your steps
Familiarity with virtual machines (Oracle VirtualBox, Parallels, VMWare, etc.)
Mastery of tools like Google Docs, Sheets, Zoom, Gmail, and similar software
Experience using Zendesk, Help Scout, or similar software
Experience using project/task management tools like Trello, Basecamp, Wrike, Asana, or similar software
Ability to refine, create, and expand defined processes, pursuing clarity when the next steps are unclear
A quick learner who rapidly adapts to change
Affirmative, can-do attitude toward tasks and responsibilities
A team player who’s humble, hungry, and smart
Excellent attention to detail and a growth mindset (Tip: 1.25x playback speed 😉)

Nice To Haves

Administration experience in Zendesk, Help Scout, or other similar software
Experience with payment platforms like Stripe, PayPal, etc.
Experience with technical writing or copywriting (support articles, blogs, etc.)
Experience with message platforms like Twilo, Esendex, etc.
Experience in project management, process modeling/flow charts, etc.
You're already using Accountable2You (or another similar accountability tool)

Responsibilities

troubleshooting software issues on various device types
explaining technically advanced details about our software and website
fixing billing problems
training customers on best practices with our software
learn about our backend technology stack over time
serve as the liaison between Customer Support and DevOps
review our customer-facing documentation for technical accuracy as we roll out software updates
troubleshooting, bug-reporting, and project-based tasks
designing processes
improving our customer-facing content
documenting our technology