Junior Support Engineer
About The Position
Our clients depend on Practifi to run their wealth management operations, and when they need help, you’ll be the first friendly face (or voice) they reach. As a Junior Support Engineer, you’ll provide frontline technical support through our Zendesk helpdesk, helping clients troubleshoot issues, learn the platform, and get back to doing what they do best. This isn’t a role that exists in a silo—you’ll work side-by-side with our Client Success team, develop deep product knowledge, and build the foundation for a rewarding career in fintech. This isn’t just about resolving tickets. You’ll talk to anyone you want, contribute to discussions across teams, and see how your work directly impacts our clients’ success. Because when you can trace your daily tasks to real outcomes, work actually feels worthwhile.
Requirements
- 1–2 years of experience in a technical support, helpdesk, or customer-facing technical role
- Foundational understanding of SaaS platforms or CRM systems (Salesforce experience a plus)
- Strong written communication skills—you’ll spend a lot of time writing clear, empathetic responses
- Ability to troubleshoot and problem-solve methodically
- Willingness to obtain Salesforce Associate Certification within 6 months
Nice To Haves
- Someone who’s comfortable being themselves (pets bombing Zoom calls welcome)
- Curiosity about how things work and how they could work better
- Appreciation for transparency (we share everything—pay, challenges, wins)
- Collaborative spirit (our Slack channels cover everything from work projects to reality TV)
Responsibilities
- Triage and resolve Tier 1 support tickets in Zendesk, including password resets, how-to guidance, standard setup tasks, basic functionality questions, common errors, and minor configuration adjustments
- Communicate with clients to collect information, research issues, perform testing, and replicate problems to identify solutions or workarounds
- Manage your ticket queue proactively—responding within 24 hours of initial request, and within 2 hours for urgent matters
- Request and use client sandboxes to test and replicate environments when needed
- Engage the right internal teams to escalate issues or unique requests
Benefits
- Competitive salary: $55,000 – $65,000 (yes, we’re transparent about pay)
- 20 days paid vacation, 10 days paid sick, 3 paid personal days, 3 paid volunteering days (all annual from day one)
- Comprehensive benefits package
- Annual Learnbucks for continued education
- Your Practibuddy: Someone dedicated to helping you succeed from day one
- Real Work-Life Integration: Not just a buzzword—we actually mean it with flexibility
- Bi-annual Summits: Chicago gatherings for connection, collaboration, and yes, celebration (trust falls optional)
- Genuine Connections: What you see on video calls is what you get in person
- Internal Celebrations: We celebrate big and small wins in Slack and IRL
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
