Product Support Engineer

The Firstup Support Team leverages the latest technology advances in AI-driven solution recommendations and predictive analytics, to maximize Customer self-service, while also partnering with Product and Engineering to limit chronic issue recurrence.  This means that every day you will be learning something new about the platform and how Customers use it to achieve their own business outcomes, while coming up with your own solutions to challenges ranging from newly introduced products and features, to complex interactions with Enterprise IT Environments and third party products.  We maximize our human capital to work on these new issues, and heavily rely on technology to resolve support queries related to known issues. This same philosophy applies to every role within the organization and requires skillful adaptability, developing deep subject matter expertise in specific areas that your peers can rely on you for, a curiosity-mindedness, and constantly questioning and challenging the status quo to continually improve and scale.

As a Product Support Engineer, you will focus on handling escalations from your colleagues, and working with our Engineering team to help prioritize bug fixes. Product Support Engineers balance reactive ticket troubleshooting, with proactive initiatives to get ahead of upcoming product and platform changes and ensure the readiness of the team to support them. You will take on support cases of moderate - high complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation.

Responsibilities

• Operates as a subject matter expert in at least two product areas and one technology area and assisting in onboarding of new hires and conducting training refreshers in those areas.

• Resolve technical escalations from Tier 1 Support, ecosystem Partners, and third party integrators. Proactively manage and respond to escalated support tickets, meeting individual case management and SLA Goals.

• Communicate clearly and precisely with customers and colleagues in written and verbal form and maintain accurate and timely records in our case tracking system.

• Monitor the Emergency Hotline to react to P0 and P1 issues with urgency

• Write customer-facing functional documentation with easy to follow steps. 

• Develop and execute on continual improvement plans with cross-functional peers from Product Management and Engineering. 

• Improve self-serviceability for Customers through publishing solutions to commonly encountered issues and working with implementation teams to follow established best practices prior-to Customers going live on the platform

• Manage multiple tasks and projects, both independently and also as part of a team

• You should have an IT related degree, several years of professional experience, and a passion for solving problems.

• Familiarity with SaaS solutions is preferredExperience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (e.g, Salesforce, Microsoft Dynamics CRM), APIs.

• Experience previously working with customers is essential.

• Ensure Support readiness for new product features though documentation review, early access testing, and technical training 

• Identify areas for process improvement within the Support function and collaborate with the Product Support Manager on implementation

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required. 

• Three or more years of Level 2 technical customer support experience

• Experience using JIRA for bug tracking

• Attitude of urgency in order to resolve issues in a timely manner

• Proven ability to treat customers with respect and professionalism

• Ability to work efficiently, diligently and remain focused from a home office

• Capacity to have empathy when customers have difficult issues

• Excellent communication, organization and interpersonal skills 

• Strong reading comprehension and active listening skills

• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.

• Outstanding work ethic and commitment to individual and organizational success

• Demonstrated ability to learn new things

• Excellent analytical and troubleshooting skills

Firstup expects the base salary for this role to be between $65,000-$90,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.