Technical Support Engineer

Job Description

• You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone • You’ll independently manage technical cases to ensure prompt resolution • You’ll improve processes based on data insights, focusing on documentation and engineering tasks • You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers • You’ll lead product feedback projects to improve operational efficiency • You’ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective • You’ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams • May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building

Qualifications

• Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions • You possess a genuine passion for ensuring our customers achieve both personal and professional success • You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions • You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating 'What's Next?' • Your proactive approach drives you to identify and implement effective solutions • You demonstrate robust skills in SQL, integrations, and database administration

Benefits

• Medical insurance • Dental insurance • Vision insurance • Life, AD&D, and Disability Insurance • Emergency Weather Support • Wellness Apps • Paid Parental Leave, Paid Time off inclusive of holidays and sick time • Commuter & Parking Accounts • Lunches in the Office • Workplace Amenities Stipend, Internet and Phone Stipend • One time WFH Office Set-Up Stipend • 401(k) retirement plan • Financial Planning • Learning & Development Budget • Sabbatical Program • Invest in Your People Fund