Support Engineer Jobs

About The Position

Requirements

• Bachelor's degree
• 0-2 years of general work experience
• Excellent communication skills
• Ability to simplify and communicate complex information
• Passion for problem-solving
• Exceptional logic skills and attention to detail and ability to pick up complex topics
• Experience with analyzing data and presenting your insights for escalation
• Self-motivated, proactive, and results-oriented
• Comfortable working under pressure and balancing the demands of multiple stakeholders
• Always ready to adopt new concepts, technologies, and tools as the company grows

Responsibilities

• Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Foster trust, loyalty, and advocacy among customers. Utilize the app and its supporting databases and systems to provide unparalleled customer support for the app, the management platform, and our kiosks.
• Leverage multiple systems to identify known and novel error types to resolve issues impacting the user experience. Identify recurring patterns, anomalies, and potential issues. Analyze error codes, messages, and timestamps to pinpoint root causes.
• Maintain detailed records of error logs, investigations, and resolutions. Create internal documentation for common error scenarios and their solutions. Share insights with relevant team members to improve system reliability.
• Develop a deep understanding of our app and its features. Stay up to date with the latest product developments and enhancements. Demonstrate and communicate product functionality, benefits, and value propositions to customers as dictated by support requests.
• Create and update customer-facing documentation, FAQs, and knowledge base articles to facilitate self-service support as new features are released.
• Maintain regular and proactive communication with local and remote team members through various channels, such as email, video conferencing, instant messaging, and project management tools, to ensure effective collaboration and alignment on project objectives and timelines.

Benefits

• Highly competitive salaries
• Potential equity interest in a rapidly growing company
• 401K plan with company matching
• Excellent medical, dental, and vision insurance
• Located at Atlanta Tech Village, the 4th largest tech space in the US
• World-class engineering team with an incredible track record
• Team-building events, outings, and hackathons
• State-of-the-art workspace and hardware
• Strong focus on community service and volunteering
• Free gym, snacks, and beverages