About Our Client:
Our client is a leading company in Continuous Product Design, committed to fostering a diverse and inclusive culture where employees thrive. They prioritize the happiness and growth of their team members, offering coaching, training programs, and a range of employee resource groups to support personal and professional development. As a remote-first company, they understand the importance of engagement and connection, hosting regular events and outings to ensure a fun and collaborative work environment.
About the Role:
As a Production Support Engineer, you will be an integral part of our client's production support team, delivering world-class support to customers. You will develop expert-level knowledge of product capabilities and configurations, responding to inquiries, sharing knowledge, and resolving issues promptly. Collaborating with platform engineering and customer success teams, you'll diagnose and prioritize customer concerns, innovating solutions daily. This role offers opportunities for growth, mentorship, and real-world experience in the Digital Intelligence space, making it ideal for experienced support engineers looking to advance their careers.
Responsibilities:
- Research and resolve support inquiries from customers and internal stakeholders.
- Lead live troubleshooting sessions with customers using screen sharing technology.
- Ensure timely response to tickets within SLA required timelines, providing regular updates.
- Attend customer meetings as needed to provide status updates and explanations.
- Document solutions in the customer-facing support Knowledge Base.
Requirements:
- 1+ years of experience in a customer-facing technical support role.
- Bachelor’s Degree in Computer Science, Software Engineering, Information Systems, or equivalent technical training.
- Proficiency in SQL, JavaScript, CSS, HTML, and React.
- Familiarity with Modern CSS Frameworks and Libraries.
- Solid understanding of the HTTP Request/Response Cycle.
- Experience with support ticketing systems (Salesforce, Zendesk, Jira, etc.).
- Excellent written communication skills.
- Ability to professionally manage conflict or challenging situations with enterprise customers.
- Experience with Knowledge Centered Support methodology.
- Capacity to manage a large volume of tickets efficiently.
Compensation:
$72,000 - $93,000
Perks and Benefits:
Our client offers a supportive and collaborative work environment where hard work is recognized and rewarded. In addition to competitive compensation, they provide a range of benefits including:
- Medical, Dental, Vision Insurance
- Employee Assistance Programs
- Telehealth options
- Voluntary Life & AD&D, STD, LTD
- Healthy Rewards – Discount Programs
- 401k and Options/Equity
- Unlimited Paid Time Off
- Parental/Adoption Leave
- Flexible work environments
- Employee Discount Program
- MacBook and swag delivered to your door
- Recharge Program (after 3 years, disconnect for 3 weeks)
About Our Client:
Our client is the leader in Continuous Product Design, empowering organizations to prioritize customer needs and enhance the digital customer journey. With insights from 40 percent of the world’s internet users, they support nationally recognized brands across various industries. Recognized as a unicorn company, they are dedicated to accelerating product and people growth while maintaining a positive work culture and environment.
If you're excited about the opportunity to join a team of diverse and talented individuals and contribute to the success of a dynamic company, we want to hear from you!