Technical Support Engineer

Funnel Leasing

3d•$70,000 - $90,000•Remote

About The Position

Funnel Leasing Inc., is hiring for an Technical Support Engineer. As a Technical Support Engineer you are responsible for providing exceptional customer support for the company's software products. This role will troubleshoot and resolve complex technical issues, collaborate with engineering teams to address product defects, and contribute to the development of knowledge base resources. A successful candidate will have experience in troubleshooting and configuring software, excellent problem-solving skills, and a strong customer-focused mindset. The salary range for this role is $70,000 - $90,000 per year. This role reports to the Associate Manager Technical Support Engineer. Why Funnel? We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel! Employees may be eligible for various benefits. Generally, we provide employee access to: Health insurance Dental and Vision insurance Company paid Life/AD&D Long-term Disability insurance Short-term Disability insurance Term Life insurance Flexible Spending Account (FSA) Health Savings Account (HSA) Retirement Plan - 2% company match EAP In addition to these benefits, we also offer Remote/Hybrid Opportunities Uncapped Discretionary Time off Sick Leave 13 paid holidays One time remote work stipend Employee recognition program Employee-led Groups (ELG’s) Who is Funnel Leasing? Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

Requirements

3-4 years of experience in technical support, software engineering, or any customer-facing tech role
Familiarity with or willingness to learn about software development processes, cloud-based infrastructure, and troubleshooting methodologies
Strong problem-solving abilities, excellent communication skills, and readiness to learn new things
Desire to stay current with industry trends and emerging technologies

Nice To Haves

Degree or coursework in Computer Science, Engineering, or related fields is beneficial but not a must-have
Some experience with programming languages such as Python, JavaScript, or Ruby is preferred

Responsibilities

Receive and process incoming support tickets from various channels.
Analyze and prioritize tickets based on urgency and impact on users or the organization.
Provide timely and effective resolution of complex customer issues related to the company's software products
Communicate with customers through various channels, such as such as tickets updates, email, chat, and phone, ensuring a positive customer experience
Collaborate with engineering teams to address product defects and implement solutions
Develop and maintain strong relationships with customers, acting as a trusted technical advisor
Contribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutions
Collaborate with the Technical Support team to identify recurring issues and develop documentation to address them
Provide feedback to product and engineering teams to drive product improvements based on customer feedback
Work closely with engineering, product, and sales teams to ensure a seamless customer experience
Participate in product training sessions and stay up-to-date with the latest product features and enhancements
Share insights and best practices with the Technical Support team, promoting a culture of continuous improvement
Foster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfaction
Encourage professional development and continuous learning opportunities for team members
Maintain open communication channels and promote a feedback-driven environment
Perform other duties as assigned and modified at the manager's discretion