Technical Support Engineer

About Us

At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily. Our employees are experts in the employee experience, workforce communications, and technology. Joining Firstup means joining a movement to make work better for every worker.

As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire and delivers engagement insights to help companies support, promote, and retain their talent. Our movement has taken root and is evident in our world-class customer base.

Responsibilities

• Become an expert in the product.
• Proactively manage and respond to support tickets.
• Understand, interpret, reproduce, and diagnose customer problems.
• Perform root cause analysis.
• Teach solutions to customers.
• Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in the case tracking system.
• Collaborate with members of other departments/teams to resolve product issues—escalating issues as necessary.
• Configure customer systems to meet requirements.
• Meet individual case management and SLA goals.
• Operate as a subject matter expert in at least one product area.

Requirements

• Bachelor’s degree in Information Technology or a similar field of study, or commensurate professional experience.
• Three or more years of customer service experience.
• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
• Solid communication skills (written and verbal) and ability to interact effectively with all levels of professional staff.
• Excellent organizational skills—ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• Experience previously working with customers is essential.
• Familiarity with SaaS solutions is preferred.
• Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.

Benefits

• Excellent PTO program.
• Great health benefits.
• Casual and friendly work environment.
• Remote work options.
• A leadership team that believes in your growth—both personally and professionally.

Pay

Firstup expects the base salary for this role to be between $55,000 - $70,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.