Support Engineer (Tier-1)

Company: Totango
Location: Redwood City
Posted on: January 13, 2022

Job Description:

Location : Remote(East Coast U.S. preferred)

Minimum experience level : 2 years

If you love innovative, state-of-the-art technology and love helping customers succeed, you'll love working with us here at Totango!

We're looking for another great Tier 1 Support Engineer to assist our customers in their use of Totango's products and to ensure ongoing success with our rapidly growing company. This is a great role for someone who wants to build upon their technical abilities.

The Support Engineers are a key part of the Product Expert team. You will be the first-line for answering questions about a complex SaaS product and assisting in diagnosing logic errors in filtering mechanisms. You will become integral to the company and our customers, becoming more than just an expert in product support - you'll learn operations, integrations, QA skills, and deep product knowledge.

Your responsibilities:
Manage and provide first response to customer support inquiries
Replicate and troubleshoot issues using a variety of tools
Manage critical support issues realtime, internal and external communications
Report issues to our Tier 2 & Tier 3 support teams
Communicate clearly with customers about issues impacting their service
Analyze issue priority & severity and communicate accordingly
Update articles and document FAQs on public help center and / or internal wiki
Execute internal processes to streamline and scale support

What makes you the right fit:
Some flexibility to cover non-standard work hours as needed
2+ years SaaS experience
Passion for customer service and helping others
Strong focus on organization and detail
Ability to distill complex concepts into layman's terms
Interest in learning and challenging yourself every day

Technical Skills:
Technical background, ideally with SaaS products and services
Basic SQL skills
Experience reading and searching logs
Experience with ticketing systems such as Zendesk and Jira
Basic API knowledge
Experience with CRMs, ideally SFDC Admin Certification
Experience managing or moderating a customer Knowledgebase

Big plus if you have the following:
Coding experience in a programing language
Familiarity with HTML / CSS
Experience with 3rd party integrations
Prior experience with user testing / QA
Exposure to Customer Success

Tell us what makes you stand out!
What do you like about engaging with customers?
Why do you think you'll be a good fit at Totango?

About Totango:

Totango is the leader in Customer Success software and services space. Our platform is used by some of the biggest enterprise and hottest SaaS companies to understand and influence their own customer engagement, to manage customer success, as well as to monitor and predict customer health. We are passionate about building technology that helps companies make their customers happy, reduces churn, and optimize revenue growth.

We offer competitive salary, great benefits, and you'd be joining an awesome, collaborative, open office culture. If you know you're the right candidate, we would love to hear from you!

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Keywords: Totango, Redwood City , Support Engineer (Tier-1), Engineering , Redwood City, California