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Title

Customer Support Engineer 

Description

The Customer Support Engineer is responsible for providing top notch technical support for our leading philanthropic solutions SaaS platform. This position will require detailed analysis and troubleshooting of customer issues, helping drive overall customer success. This person must be self-motivated, detail-oriented, and well organized with strong communication skills and software acumen. This is not your typical entry level customer support position. It is highly technical, with great opportunities to learn how the software works at a code level, coupled with how our users actually use the software. The career path here leads into software engineering.

Responsibilities:

  • Review, document, analyze and troubleshoot customer’s technical issues with the software.
  • Facilitate open issues between customer and internal software teams.
  • Respond to customer requests within expected SLA timeframes.
  • Help manage customer expectations around resolution.
  • Follow best practices and guidance around troubleshooting procedures and corresponding runbooks.
  • Work closely with the software engineering teams to close defects in the software.
  • Provide knowledge base and help artifacts that increase customer self service options.
 
Position Requirements
  • Software programming skills required
  • Bachelor’s degree in computer science or related field is preferred
  • SaaS customer support engineer experience is preferred
  • Salesforce Service Cloud experience is preferred
  • Ability to initiate Rest API calls
  • Ability to analyze log files
  • Ability to analyze and understand browser dev tools
  • Strong communication skills
  • Ability to diffuse complex conflicts
  • Financial Services of Financial Technology (FinTech) experience is a plus
 
Full-Time/Part-Time Full-Time  
Remote Work Eligible Yes  
Req Number PRO-21-00019  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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