Customer Support Solutions Engineer

Job Title: Customer Support Solutions Engineer Location-Type: Remote - US Based Start Date Is: ASAP Duration: Full time/ Permanent Compensation Range: $80 K + 10% bonus Benefits: Eligible for Health, Dental, Vision, 401K, PTO Must be authorized to work in the U.S. This position is not eligible for sponsorship. Job Description: The Support Engineer will assist in supporting our publishers and work with our engineering team to launch new products. We are looking for someone who can develop the skills of a junior level developer to assist our support team in triaging bugs, onboarding new sites, and solving technical problems for our publishers, but this will be a support role and in addition to technical responsibilities you'll also be directly interfacing with customers. We are looking for someone who is comfortable explaining technical issues in non-technical ways as well as the ability to provide excellent service throughout stressful situations. Since this role will be working with publishers who may be dealing with difficult issues, we expect this person to be able to empathize with our publishers and help de-escalate situations.Job Summary: Troubleshoot and resolve support tickets from publishersAssist in educating publishers on technical conceptsExplaining technical issues in non-technical waysProvide basic tweaks to publisher blogsWork with the support team to triage different technical problemsWork with the development team on plugin rolloutsWork with experienced engineers in diagnosing bugs and troubleshooting new featuresMove new publishers through the launch process from contracts to live ads on siteLog into sites to assess bugs with our products or verify that a given bug is unrelated to our productsExpand your knowledge of our products through both training and practical experienceMinimum Requirements: Bachelor's Degree, preferred but not requiredProven self-taught and/or on the job technical experience2+ years experience in a customer support role, preferred but not requiredBasic experience and familiarity with HTML and CSSAbility to collaborate well and work together remotely; keeping in touch when co-working on projectsExcellent problem solving and troubleshooting skillsAbility to empathize with publishersExcellent written and verbal communication skills with a passion for writing swift and accurate responsesAbility to process feedback and process changes quickly and with a positive attitudeProven perseverance when resolving customer requestsA passion for learning, sharing knowledge and commitment to ongoing performance progressA strong work ethic, positive attitude and are a dependable team playerStrong attention to detail, taking your time to do things right the first timeExcellent organizational skills, ability to juggle multiple things at once, ability to shift gears to take on new responsibilities, which can sometimes involve researching to become a subject matter expertA willingness to ask questions with the goal of retained training and broadening your understandingPreferred Qualifications:Experience using DevTools for site inspections, assessments and debuggingFamiliarity with collaboration tools such as Slack, Intercom, GSuite, Trello, GithubPrevious experience in SaaS Tech supportExperience with basic JavaScript & PHPExperience with transactional databases (SQL, mySQL, etc.)Technical experience within the Wordpress platform is preferredExperience working a bug lifecycle from identification to notification of a fix to end usersFamiliarity with other Content Management Systems (Blogger, SquareSpace, etc.)