Sr. Technical Support Engineer

About the role

Qualified is looking to add a new member to our Technical Support team as we scale our world class support.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
• Serving as the technical resource aligned to our Qualified Success Architect team, supporting them on calls as an additional technical resource for customers.
• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leveraging technical knowledge to investigate, diagnose, and triage bugs.
• Collaborating with our product team to understand, prioritize, and implement customer feedback into actionable insights that help shape the product roadmap.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
• Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications

• You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise.
• You have 5+ years of experience providing support in a B2B SaaS company.
• You have a Bachelor's degree.
• You have excellent interpersonal, communication, and writing skills.
• You have extensive knowledge of Salesforce CRM.
• You have working knowledge of marketing automation systems (e.g., Marketo, Pardot, Hubspot, Eloqua).
• You have working knowledge of JavaScript and API errors.
• You have extensive knowledge of web technologies (website architecture, custom forms, UTM parameters, etc).
• You have a passion for making customers successful with software solutions.
• You enjoy analyzing issues and digging into complex problems.
• You are persistent in getting to the bottom of those complex problems.
• The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you are up for the challenge.
• You are interested in growing your career in Technical Support and helping us grow an amazing team.

Benefits

At Qualified, we offer a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.