The Opportunity

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Support Engineer as a part of its Customer Support 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 essential. 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
• Coordinating with Product, Engineering, and Customer Success on outstanding tickets to ensure rapid resolution
• Proactively working the support ticket queue and managing customer expectations on resolution time
• Promptly escalate unresolved issues to appropriate internal teams
• Conduct research on complex cases and contribute to Knowledge Management initiatives
• Review, triage, and escalate customer-reported bugs and feature requests
• Drive improvements in our support processes by tracking trends and reporting on key performance metrics
• Investigate/explore/debug the code and provide insight into technical issues

Your Skillset

What makes you a great fit for the team:

• 2 years in direct customer-facing support, professional service, or customer success roles 
• At least 1-year of experience in Web Scripting languages (Javascript, HTML, CSS, C, C , Java, Javascript, Python)
• At least 1-year of experience troubleshooting web applications
• At least 1-year of experience with Database technologies (SQL, MongoDB, Oracle)
• Experience with working with Support Ticketing Tools: (Zendesk, JIRA, Freshdesk) 
• Familiar with APIs and understand how to use them
• Familiar with troubleshooting modern web apps
• Knowledge of Salesforce / Salesforce Platform / APEX Coding is a plus
• You have a good energy that contributes to a positive work environment and a great customer experience
• You have professional customer service soft skills and have compassion for the customer
• You proactively implement/execute new ideas when you see something can be improved or created
• You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions
• You are passionate about technology and want to keep advancing your career in a technical role

We’d specially love to hear from you if:

• Preferred but not required:
  • Graduated from coding bootcamp
  • Supporting Intranet Software - Jive, Unily, Lumaps, Sharepoint, Confluence 
  • SSO (AD, Azure, Okta, OneLogin, etc.)
  • Understanding of SSO, SAML, etc.
  • Know your way around a browser’s Developer’s tool specifically the network tab

Location:

• West Coast - Remote