Sr. Support Engineer-cw (100% Remote in US Only)
$25-28/hr
[Notes before you apply:
Our Policy is to take our time with the selection process because we want to be sure who we are hiring!
If you have the desire to apply, please note that we expect serious professionals who are responsive and are making a deliberate choice to apply for this position. We’re all busy and would rather not waste anyone’s time.
We recruit for professionals who (i) can speak to their experience in-depth (ii) can communicate confidently and clearly (iii) are looking to grow into more responsibility and (iv) are looking to work on cutting-edge technologies and with smart professional colleagues. If this does not feel like a good fit, please skip this job post.]
As a Senior Support Engineer, you will help grow the support team and processes to deliver an exceptional customer support experience at scale. Day-to-day, you will be responsible for handling technical requests, surfacing opportunities to improve our support systems, executing against those, and partnering cross-functionally to continually enhance the internal and external customer experience.
General notes about the role beyond the job description outlined below:
This role is needed for the Tier 2 Support Team to support.
MUST have experience standing up a technical support team for a startup – currently at 7 new entry-level members (already hired)
The new hire will determine what’s needed for success for this team – an implementation go-getter to put processes and procedures in place.
Length of Position: 4-6 months and then possible conversion or extension
Target Bill Rate: $25-28/hr, dependent upon experience.
Conversion Target Annual Salary: $75-79k dependent upon experience.
Position Location: This position is open to being 100% remote in US only.
Sponsorship: At the present time, for this role, we are not accepting candidates who require visa sponsorship. a US Citizen, Green Card holder, or hold a spousal visa.
Expected interview process:
Expected interview process:
1st Round – 45 minutes – hiring manager
2nd Round – 45 minutes – 2 members of the Support Team.
See Your Primary Duties and Responsibilities
Assist in the creation and execution of a plan to scale the support process to match our customer’s need. Define the systems and processes that will facilitate a strong, unified, and cost-effective support team, including the development of an automated and scalable support workflow
Assist in the monitoring of team performance and help develop support team members and ensure SLA’s are met and processes are followed efficiently
Define and track KPIs for the support team with a focus on driving results. Communicate outcomes, conduct analysis and provide recommended improvement areas to the leadership team
Conduct Problem Management by completing Root Cause Analysis and implementing new processes as needed.
Work with broader technology team to design, develop, and implement comprehensive monitoring systems to ensure system performance and uptime exceed internal and external customer expectations
Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to our SaaS customers or working with Ops team to coordinate incident communication.
See the Job Specifications
Basic Education and Prior Work-Related Experience:
Degree Requirement: HS Diploma or GED
Work Experience: 4 or more years of prior work-related experience
Additional Qualifications:
Demonstrated capability of leading a support team and designing support team processes
Previous experience in a B2C technical support role at a SaaS company
Knowledge of IT Operation Services
Experience with creating workflows in support systems such as JIRA, Zendesk and ServiceNow.
Preferred Education Level:
Bachelor’s degree preferred but not required
Preferred Years of Prior Work-Related Experience:
4+ years
Other Qualifications, including any special skills, capabilities, and competencies:
Strong technical background
Strong communication and customer service skills
Excellent analytical and troubleshooting skills
Thrive in a highly dynamic, rapidly changing, and face-paced environment
Ability to work under pressure
Excellent process implementation skills with the ability to plan, organize, and coordinate work to meet established deadlines
Excellent leadership and people management skills
EEO Statement
Complies with all applicable federal, state, and local laws prohibiting discrimination in employment. All qualified applicants will receive consideration for employment without regard to gender, age, race, color, religious creed, marital status, gender identity, sexual orientation, national origin, ethnicity, ancestry, citizenship, genetic information, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
