Technical Support Engineer

Pocus•New York City, NY

1d•$90,000 - $140,000

About The Position

Pocus exists to supercharge GTM teams. We make every rep a 10x seller. With Pocus, organizations can have fewer, better reps to drive increased pipeline and revenue. How? We’ve created the world’s most powerful, AI-native prospecting platform. Pocus influences nearly half a billion in pipeline per quarter for our customers. We’re trusted by high growth companies like Asana, Monday, Canva, and Miro where Pocus powers up to 50% of their pipeline and eliminates 10+ hrs of work per rep per week. Pocus has hundreds of always-on AI agents doing the manual, tedious work of researching & prospecting so that reps can do what they do best: sell. With Pocus AI agents working for them, rep’s days are simplified. Reps get alerts when compelling events happen, account plans are generated by AI, and agents recommend who to reach out to with the next best action. We’re fortunate to be backed by First Round, Coatue, and execs like CEO Zoom, CPO Adobe, CRO OpenAI, who are helping us usher in this future of sales. Our CS org has one goal: We transform GTM teams into best in class operators , creating repeatable top decile revenue performance and GTM efficiency . As a founding member of the Customer Success team, you’ll be at the forefront of our mission, working directly with customers in a highly consultative way to guide them through every step of the customer journey towards GTM excellence. You’ll have the opportunity to have outsized impact on our customers’ business as a trusted partner and expert. The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate) , own our work, give customers superpowers, and create magic for our team… all while having a ton of fun. Join us on this next phase of growth! Why this role Solve real problems for customers with a product that they love: Go-to-market teams rely on Pocus to uncover new revenue opportunities and save hours / week digging through data. Customer’s have referred to Pocus as an “answer to all of their prayers”. Be an early member of the go-to-market team: As one of the first members of team, you’ll build the foundation of the role for years to come. Meaningfully shape our product: We’re extremely customer-centric at Pocus. You’ll be the eyes and ears for all customer needs and work with the co-founders and product to inform our roadmap. Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We’ve had a lot of awesome accomplishments, but still have so much left to do. Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no-ego team of builders that will inspire you every day.

Requirements

2-4 years of relevant experience in Technical Support role at a B2B SaaS company preferred
Comfortable working with APIs, Salesforce, SQL/SOQL
Experience reading code, and testing specific class/methods locally
Excellent written and verbal communication skills, with an ability to communicate effectively to varying levels of technical maturity
A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
You are empathetic and highly driven to make customers successful with a consultative attitude
You thrive with autonomy and ambiguity and love taking on open-ended unstructured problems
You’re able to think on your feet and solve problems creatively during calls with technical customers
You’re excited to create and shape new processes and workflows
You’re highly adaptable, easily acclimating to a rapidly changing business and industry
You have a growth mindset and view setbacks as learning opportunities, not failures
You’re naturally curious

Responsibilities

Field and resolve product-related questions from customers
Be assigned a book of business, alongside a CSM and Customer Engineer, supporting customers as the primary technical support representative on your accounts
Monitor customer Slack channels and be the first point of contact for end users and internal stakeholders to unblock product related challenges blocking use of Pocus
Become a product expert across the full range of Pocus capabilities, able to offer advice and best practices beyond “broke - fix” issues
Solve customer’s problems asynchronously using Loom and Slack, and synchronously as needed via quick 1:1 huddles on a customer call
Triage and escalate with engineering as needed to solve customer issues quickly and efficiently
Meet SLAs for response time and resolution, maintaining world class CSAT
Build a more scaled support model
Rollout & iteration of tools and systems to support customers, both internally and within the product
Build and maintain our external facing documentation
Build our 1st use of automation for Level 1 and 2 issues to elevate our TSE function to focus on the higher value, more complex customer issues
Support on cross-functional projects
Support new feature rollout & enablement
Support product team, for example with product analytics, Pocus4Pocus, or product feedback synthesis, bubbling up themes from our customer support tickets
Play a role of overlay capacity for Customer Engineers when bandwidth is low

Benefits

Best in class medical, dental, and vision plans through our PEO
A monthly wellness stipend to help support you in your health goals
401K through Guideline to help you invest in your future
Access to mentorship programs through First Round Capital for personal growth and development
10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!
Work from home stipend to help you succeed in a remote environment

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