As a Support Engineer, you provide customer-facing service and technical support to customers using Conversica’s software application. You have a passion for providing best in class support, and are able to diagnose and troubleshoot software issues to provide practical solutions. You are proactive, curious, detail-oriented, and a creative problem-solver. You share and seek out knowledge freely and easily. You value teamwork and you are energized about working with teammates to solve problems and achieve great outcomes. If you are passionate about technology and want to make an impact on an evolving support team, then this organization is the right one for you.

Responsibilities

Effectively engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a top-notch support experience.
Cultivate a deep knowledge of Conversica’s software and help customers understand and navigate its features.
Diagnose software issues and coordinate with Product and Engineering teams following internal processes.
Use a variety of complex systems to prioritize tickets and maintain accurate records on the company’s databases.
Triage and escalate bug and problem tickets to product and engineering and serve as a liaison to proactively communicate status updates to customers and internal stakeholders.
Collaborate with cross-functional teams in product, engineering and customer success on high-priority tickets and product improvements.
Recognize ticket trends, proactively communicate them to the team, and propose solutions.
Document support ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
Write and contribute content to Conversica's knowledge base, including troubleshooting guides, FAQs, and knowledge articles.
Apply account optimizations and customizations submitted internally by the Customer Success team.

Requirements

1+ years SaaS experience in a technical support or IT/Help Desk role required.
Proven technical aptitude with the ability to quickly troubleshoot and diagnose technical issues.
Knowledgeable about sales and marketing tech stacks, including marketing automation platforms, CRMs, and system integrations.
Strong understanding of logic functions and ability to create formulas. Experience using ticketing systems such as Zendesk, JIRA, or Service Cloud.
Able to thrive in a dynamic, fast-paced environment with a bias toward action.
Excellent written and verbal communicator who is passionate about providing a next-level service experience.
Passionate about technology and able to learn systems quickly.
Proven problem-solving, critical thinking, and time-management skills.
Self-motivated and able to work independently and in working groups.
Willing to work weekends and holidays as necessary.
High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.

Our compensation reflects the cost of labor across several US geographic markets. This is a full-time, hourly non-exempt position. The hourly rate ranges from $23 - $26 per hour plus 10% variable for an approximate OTE of $52,600/year - $60,000/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.

Conversica offers comprehensive health, dental, and vision benefits, PTO, holiday pay, 401k plus company match, and equity. Further details can be provided upon request.

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