Junior Support Engineer

About the role

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. You will provide second-tier technical support utilizing application expertise, exploration of system data, and the technology stack. You will also work closely with Product Managers, Developers, DevOps, and other experts to troubleshoot and identify solutions for customers using built-in functionality whenever possible, identifying alternative approaches when necessary, building reproducible cases for identifying bugs, or clarifying product enhancement requests.

Responsibilities

• Investigate support incidents escalated from the internal Customer Success Team, including data gathering and documenting for clear understanding of the reported problem.
• Reproduce or isolate possible culprits using log analysis, data review, testing in development environments, and working directly with external customers.
• Identify gaps in Customer Success knowledge and push to close those gaps by escalating to responsible parties and creating documentation where appropriate.
• Serve as the intersection of product expertise and customer insights to understand product functionality and its practical application.
• Advise Product Managers, developers, or Customer Success when necessary.
• Act as a customer advocate by submitting and tracking bug remediation and/or functional enhancements on the customer’s behalf.

Requirements

• Knowledge of relational databases and understanding of SQL.
• Familiarity with cloud services (AWS is a strong plus).
• Ability to develop documentation based on information from software developers to support Customer Success and customers.
• Ability to work independently as part of a largely remote team.
• Bachelor’s Degree, certification in a related field, or 2 years of experience working in technical support, help desk, or SaaS operation environments.

Benefits

• Medical, dental, and vision coverage.
• Unlimited vacation.
• Paid parental leave.
• Health Reimbursement Account (HRA).
• Flexible Spending Account (FSA).
• 401(k) with company matching.
• Short- and long-term disability, AD&D, and life insurance.
• Allego stock options.

Pay

$55,000 - $65,000