What are the responsibilities and job description for the Technical Support Engineer position at Simpplr?
The Opportunity
As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Support Engineer as a part of its engineering team. In this role, you will work with customers and internal Customer Success Managers on the identification and resolution of technical issues primarily in the post-launch support phase of the project.
This role will appeal to individuals who are interested in a fast-paced, high-growth SaaS company where decisions must be made quickly. Written communication skills and the ability to empathize with customers are extremely important. You will be a member of a team but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers. You will provide first-line support on both the Simpplr application and its integration with other 3rd party integrations.
Your Job Responsibilities
What you will be doing:
- Troubleshoot and diagnose technical issues experienced by Simpplr customers post-implementation
- Proactively working the support ticket queue and managing customer expectations on reply & resolution time
- Coordinating with Product, Engineering, and Customer Success to resolve customer requests quickly
- Promptly escalate unresolved issues to appropriate teams and/or leadership
- Resolve cases with KB article deflection, Product training knowledge, Salesforce Platform architecture understanding, SSO troubleshooting knowledge, Chrome dev tools, and Har Log Investigation
- Help with customer version upgrades (scheduling and performing via Salesforce Platform)
- Contribute to team goals (OKRs / KPIs) and become a Subject Matter Expert (SME) for multiple functions on the team
What you did in the past that makes you a great addition to our team:
- 4 years in direct customer-facing support, professional service, integration or customer success roles
- At least 3 years experience in supporting Salesforce Platform, Java, SQL, Oracle, or AWS
- You are technically competent, business-oriented, and you know your way around the instance setup in Salesforce
- You understand how modern web technologies work with the ability to troubleshoot APIs, SSO (i.e. Google, Okta, Azure, Workday), CSV/Metadata analysis and know your way around a browser’s developer’s tools
- You have an understanding on how web MVC frameworks work
- You have a good energy that contributes to a positive work environment and a great customer experience
- You proactively implement and execute new ideas when you see something can be created or improved
- You enjoy working with different functions both internally and externally as you can appreciate each role and bring diverse perspectives into your discussions
- Excellent Communication Skills and advanced customer soft skills (most customers will be US based)