Technical Support Engineer
About The Position
The Technical Support Engineer supports implementation and ongoing use of Windfall’s platform by configuring customer accounts, mapping datasets, monitoring data delivery, and resolving data and technical support issues. The role combines proactive account and dataset health monitoring with reactive ticket triage and troubleshooting, while supporting wealth analytics reports and match analysis workflows. It is a customer-facing, detail-oriented position focused on helping customers succeed and keeping the platform running smoothly. The role is not described as deeply technical or SQL-heavy. The position works with internal teams to report bugs, share user feedback, suggest improvements, maintain thorough records in Pylon and Salesforce, and contribute to better knowledge bases, AI workflows, and customer experiences. Windfall describes this as an opportunity to gain hands-on experience with data and grow professionally in the data and AI space.
Requirements
- Bachelor's degree.
- At least 2 years of professional experience, including at least 1 year in technical support, data or marketing analysis, or a CRM-adjacent role; experience in a technology or SaaS environment is preferred.
- Comfort working with data files such as CSVs, CRM data models such as objects and records, and spreadsheets; SQL or a deep technical background is not required.
- Familiarity with Salesforce, HubSpot, or similar CRM or database platforms.
- Desire to grow a career and professional skill set at Windfall.
- Ability to adapt to shifting priorities and manage multiple tasks effectively.
- Exceptional written and verbal communication skills.
- Ability to analyze and resolve issues effectively.
- Positive attitude and genuine desire to help customers succeed.
Nice To Haves
- Experience in a technology or SaaS environment.
Responsibilities
- Configure new customer accounts and map initial datasets.
- Monitor and support data delivery queues.
- Triage, troubleshoot, and resolve inbound support tickets, escalating to the appropriate team when needed.
- Support wealth analytics reports and match analysis workflows.
- Monitor account and dataset health and address issues before they escalate.
- Collaborate with internal teams to report bugs, gather user feedback, and suggest feature improvements.
- Maintain accurate and thorough records of account and support activity in Pylon and Salesforce.
- Proactively follow up on open items to ensure timely resolution and a positive customer experience.
- Contribute to improved knowledge bases, AI workflows, and customer experiences.
Benefits
- Comprehensive benefits package; specific benefits are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
