Technical Support Representative

We're a software company looking for a Technical Support Representative to join our collection of people who have somehow made a career out of staring at computers until they tell us what's wrong.

We make software for the packaging and logistics industry. Our customers use our software to figure out things like how to fit a certain number of boxes onto a pallet without everything getting squished. It's more interesting than it sounds, we promise.

We're not particularly interested in whether you have a fancy degree, a collection of certifications, or a LinkedIn profile that looks like it was written by ChatGPT. We want to know if you can think. Can you look at a problem you've never seen before, ask the right questions, form a hypothesis, test it, and eventually figure out what the hell is going on? If yes, keep reading.

WHO ARE WE LOOKING FOR?

Ideally, you are someone who:

• Is naturally curious and likes figuring out why things work (or don't).
• Can troubleshoot a problem without immediately declaring that "the computer is broken."
• Isn't afraid to say, "I don't know, but I'll figure it out."
• Can explain technical things to people who do not speak fluent Computer.
• Has enough patience to deal with customers having a Very Bad Computer Day™.
• Can communicate clearly in English, both verbally and in writing. If you can also communicate in Spanish, that is a plus, but not a requirement.

You need a sharp mind, strong work-ethic, a willingness to learn, and the ability to solve problems.

WHAT WILL YOU ACTUALLY DO?

You'll be providing technical support for our software products, which means your day-to-day life will involve some combination of:

• Talking to customers on the phone, through email, and via web meetings.
• Troubleshooting software problems and helping users accomplish what they need to do.
• Investigating problems that may or may not actually be problems with our software.
• Documenting what happened, so the next person doesn't have to rediscover the same information.
• Testing software and trying to break things before our customers do.
• Installing and configuring software.
• Working with Windows environments, databases, networks, backups, file shares, etc.
• Learning an increasingly alarming amount about pallets, boxes, trucks, warehouses, and the physics of putting things inside/on top of other things.

EXPERIENCE / EDUCATION

Here's where we're going to be weird: We don't care very much about your degree.

If you have a degree in Computer Science? Cool. If you have 0 years of IT experience? Also Cool.

Relevant technical support/application support experience is definitely helpful, and we’d like to hear about it if you have it. But we're much more interested in whether you can learn, reason, troubleshoot, and communicate.

ANOTHER IMPORTANT THING:

We care deeply about who you are as a person, and how well you fit with our company culture.

You won’t be one anonymous employee in a department of 400 people whose entire job is to reset passwords—you’ll have real responsibility. You'll work directly with experienced people. You'll learn a LOT. You'll probably get pulled into things that aren't technically in your job description—are you OK with that?

It also means we're looking for someone who will actually fit in with the weird little ecosystem we've created here.

Our unofficial qualifications include:

• Can you have a 20-minute conversation about some incredibly specific technical problem that nobody else cares about? Excellent.
• Can you appreciate extremely stupid jokes? Strongly preferred.
• Weird music taste? 1, we can’t wait to share our collections with you.
• Don't know what to do with yourself at parties? Understandable, neither do we.
• Can laugh at yourself, and tolerate the rest of us? Essential.

Benefits:

• 100% employer-paid employee medical insurance
• 15 PTO days per year to start 9 paid holidays
• 401(k) and annual discretionary bonus
• Small-company environment where you will actually know the people you work with
• Fun company outings every quarter, beer and snacks are always in the kitchen, and a workplace where you actually like your coworkers!

TL;DR: WHAT WE ACTUALLY VALUE

Curiosity. Problem-solving. Common sense. Communication. Adaptability. Integrity. Work Ethic.

We'd rather hire someone smart, curious, honest, and hard-working, who doesn't know SQL yet than someone with five certifications who cannot troubleshoot their way out of a paper bag. If you’ve read this post and think you might be a good fit, please send us your resume!