Lead Client Support Engineer
About The Position
We are looking for a talented Lead Client Support Engineer to join our team. If you are a positive, energetic, self-starter who thrives on diving deep to solve customer problems and providing world-class customer support, we would love to have you on our team. This position will not only provide you the opportunity to get first-hand client-facing experience, but also prepare you for higher-level roles in areas such as engineering, business analytics, data science, and technical project management. Essential Functions Research, diagnose and resolve complex technical issues with the Company platform Learn and leverage the knowledge of our internal business analytics and other troubleshooting tools to help identify customer problems Document, track, and work to resolve Tier 2 support items Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, account managers, and executives) Prioritize and manage several open issues at the same time while providing timely updates to customers and setting proper expectations Create and evolve customer support processes, tools, and technologies Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements QualificationsKnowledge, Skills, and Abilities Ability to explain technical concepts to both a technical and non-technical audience Working knowledge of SQL, Javascript, or Chrome Dev Tools Familiarity with APIs (REST, WebSockets, etc.) Experience with at least 1 object-oriented programming language Troubleshooting experience (including debugging) and some development experience with web-based applications Familiarity with customer support software (eg. Salesforce Service Cloud, JIRA) Revenue Cycle Management experience Education and Experience Bachelor’s degree in a technical field preferred (e.g. data science, engineering, mathematics, business analytics, or statistics) or equivalent experience 3+ years in a similar technical or support role working with a SaaS product Demonstrate proactive approaches to problem-solving with strong decision-making capability Ability to provide step-by-step technical help, both written and verbal Build and maintain both internal and external relationships Strong attention to detail, highly organized, and a quick, curious learner Ability to multitask and manage multiple items simultaneously Demonstrated customer communication and advocacy skills Comfortable with getting on customer call/web conference/screen sharing to help diagnose and troubleshoot customer issues Participate in an on-call rotation Working Conditions & Scope The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. · Primarily a sedentary, computer-based role · Direct interaction with customers via phone, email, chat, or video · May require participation in on-call rotations or after-hours support for critical issues Measures of Success Timely resolution of customer issues and tickets High customer satisfaction and positive feedback Accurate and thorough documentation of issues and solutions Effective escalation and collaboration with internal teams Contribution to reducing recurring support issues through product feedback
Requirements
- Ability to explain technical concepts to both a technical and non-technical audience
- Working knowledge of SQL, Javascript, or Chrome Dev Tools
- Familiarity with APIs (REST, WebSockets, etc.)
- Experience with at least 1 object-oriented programming language
- Troubleshooting experience (including debugging) and some development experience with web-based applications
- Familiarity with customer support software (eg. Salesforce Service Cloud, JIRA)
- Revenue Cycle Management experience
- Bachelor’s degree in a technical field preferred (e.g. data science, engineering, mathematics, business analytics, or statistics) or equivalent experience
- 3+ years in a similar technical or support role working with a SaaS product
- Demonstrate proactive approaches to problem-solving with strong decision-making capability
- Ability to provide step-by-step technical help, both written and verbal
- Build and maintain both internal and external relationships
- Strong attention to detail, highly organized, and a quick, curious learner
- Ability to multitask and manage multiple items simultaneously
- Demonstrated customer communication and advocacy skills
- Comfortable with getting on customer call/web conference/screen sharing to help diagnose and troubleshoot customer issues
- Participate in an on-call rotation
Responsibilities
- Research, diagnose and resolve complex technical issues with the Company platform
- Learn and leverage the knowledge of our internal business analytics and other troubleshooting tools to help identify customer problems
- Document, track, and work to resolve Tier 2 support items
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, account managers, and executives)
- Prioritize and manage several open issues at the same time while providing timely updates to customers and setting proper expectations
- Create and evolve customer support processes, tools, and technologies
- Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
