Junior Support Engineer

allego•Waltham, MA

5d•Remote

About The Position

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer will provide second tier, technical support utilizing application expertise, exploration of system data, and technology stack. You will also work closely with Product Managers, Developers, Dev Ops and other experts to troubleshoot and identify solutions for customers utilizing built-in functionality whenever possible, identifying alternative approaches when necessary, building a reproducible case for identifying bugs, or clarifying product enhancement requests. You will be integral to Allego’s success through: Investigating support incidents escalated from the internal Customer Success Team. Support may include data gathering and documenting for clear understanding of the reported problem. Reproducing or isolating possible culprits using log analysis, data review, testing in development environments, and working directly with the external customer Identifying gaps in CS knowledge and push to close those gaps by escalation to responsible parties and creation of documentation where appropriate Be the Intersection of product expertise and customer insights to understand what the product functionality is capable of and how the functionality is put into practice Be able to advise PM, developers or CS when necessary Be a customer advocate by submitting and track bug remediation and/or functional enhancement on customer behalf

Requirements

Knowledge of relational databases and understanding of SQL.
Familiarity with cloud services (AWS a strong plus).
Ability to develop documentation based on information from software developers to support Customer Success and customers.
Ability to work independently as part of a team that is largely remote.
Bachelor's Degree, certification in a related field or 2 years experience working in a technical support, help desk, or SAAS operation environment.

Responsibilities

Investigating support incidents escalated from the internal Customer Success Team.
Gathering and documenting data for clear understanding of the reported problem.
Reproducing or isolating possible culprits using log analysis, data review, and testing in development environments.
Working directly with the external customer.
Identifying gaps in CS knowledge and pushing to close those gaps by escalation to responsible parties and creation of documentation.
Advising PM, developers, or CS when necessary.
Submitting and tracking bug remediation and/or functional enhancement on customer behalf.