Support Engineer (US Remote)

Lenus

1d • $61,000 - $71,000 • Remote

About The Position

Lenus is looking for a Support Engineer to join their product organization. This role involves being the "voice of customers," identifying and solving problems, and providing insights to product teams to enhance the user experience. The ideal candidate is an original problem-solver with an inquisitive and customer-focused nature, eager to take ownership and learn new things.

Requirements

• Customer service experience, preferably within a SaaS environment.
• Proactive self-starter with a track record of end-to-end ownership, following through on tasks and issues independently without requiring leadership oversight or prompting.
• SQL - experience or strong knowledge - other programming languages are a plus, but not a requirement.
• A strong mix of analytics and problem solving skills; critical thinking is key in this role.
• Strong documentation skills; you will be tasked with adding to and maintaining Product internal and external knowledge bases with to ensure all current and future employees, as well as customers, are well informed.
• Strong written and verbal communication skills, adept at articulating technical concepts clearly to both internal colleagues and external customers.
• Customer-oriented mindset. Loves working with people and truly committing themself to help others.

Responsibilities

• Be the first point of contact for coaches, clients, and Lenus employees when it comes to questions and issues regarding Lenus products.
• Identify, reproduce and report issues with relevant information to make sure that issues are forwarded to the appropriate teams. To solve an issue, you may need to access the database, correct and alter data, or write and execute SQL queries.
• Ability to collaborate effectively across cross-functional teams and time zones, building strong remote workplace relationships and translating complex requirements into actionable technical plans and actions.
• Have a real influence on the development of the product. Help product managers, engineers and designers understand the biggest pain points of the users with context, so that they can make meaningful changes to the product.
• Stay on top of an ever-changing product and all features that come with it. Document and share knowledge about specific issues and product updates.

Benefits

• Salary range $61,000 - $71,000 depending on your experience and qualifications
• Unlimited PTO policy
• Structured and prioritized development opportunities
• Development feedback cycle with quarterly check-ins
• A Macbook and other hardware to support you in your daily work
• Comprehensive Health Insurance & Parental Leave Policy
• Extensive onboarding, where we'll provide you with all the tools you need to succeed in the role

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed