Technical Support Engineer

Podium•Lehi, UT

41d•Onsite

About The Position

Podium is seeking the next candidate to join our amazing Technical Product Support team. The Technical Product Support Specialist is a critically important role for Podium as we continually develop products and scale our customer service offerings. Sitting with our Product Support team, your primary responsibilities are to own specific products from a technical perspective, ensure quick escalation and resolution of issues, effectively report feedback and feature requests, provide internal documentation and training to the broader Customer Experience teams with best practices and comprehensive detail - the true 360 degree company expert in the given product(s). You will work closely with cross-functional teams such as Product, Engineering, Customer Success, Onboarding, and Product Support to ensure we provide the highest level of service and resolution to our customers, aligned with the goals of being the overall Voice of the Customer at the company, optimizing processes, and maximizing net retention. The ideal candidate thrives on helping local businesses solve their problems, drives innovation, and is confident in ambiguity. While this role is not purely customer-facing in nature, you will be involved in escalations and resolution, and will join customer meetings when appropriate. Technical Product Support Engineers will report directly to the Technical Product Support Manager.

Requirements

A customer-first mindset with strong empathy and ownership
1-3 years of experience in technical or product support roles
Ability to drive innovation, improve processes, and thrive in an unstructured or rapidly changing environment
Familiarity with modern web technologies (APIs, web services, JSON), and basic comfort with scripting or debugging tools.
Strong analytical and data-driven problem-solving skills
Experience managing and triaging customer issues, feature requests, or product-related escalations
Proactive approach to identifying gaps, proposing solutions, and improving team workflows

Responsibilities

Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
Serve as a point of escalation, vetting the legitimacy of product-related issues in Support
Develop a system for feedback loops in close collaboration with the Product team
Build an efficient and effective system of troubleshooting, documentation, escalation, and prioritization of product-related issues or requests
Create internal documentation of our products and processes
Train the broader Support teams on our products, new features, and best practices
Maintain open communication channels within the broader Support and Product teams
Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements