Associate Engineer, Customer Support

ServiceRocket; California (MO); Hybrid; USD 50,000 - 90,000; Full time

Job summary

An established industry player seeks a motivated individual to join their team in a dynamic role focused on customer onboarding. This position involves collaborating with various teams to ensure smooth transitions and high customer satisfaction. Ideal candidates will thrive in a fast-paced environment, possess strong communication skills, and have a foundational knowledge of Linux. Join this innovative firm and contribute to shaping customer experiences while enjoying a supportive and inclusive workplace culture that values growth and collaboration.

Benefits

Share the fruit program

Stock options

Health insurance

Retirement plan

Career pathways program

Generous monthly allowances

Generous PTO

Qualifications

• BA/BS degree in IT/computing/business management required.
• Strong communication skills and customer handling experience needed.

Responsibilities

• Process account provisioning tasks using dedicated systems and tools.
• Ensure customer satisfaction by resolving tickets and concerns effectively.

Skills

Problem-solving skills

Communication skills

Customer handling skills

Ability to follow SOPs

Desire to learn about technologies

Education

BA/BS degree in IT/computing/business management

Tools

Linux commands

CLI tools

SaaS platforms

Job description

G'day!

We are ServiceRocket, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back.

Why is ServiceRocket the place for you

1. A 20+ year tech services expert of many solutions and partnerships with industry giants.
2. Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.
3. We have been certified as a best place to work for our US, Chile and Malaysian offices.
4. Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being.

Visit our website to learn more and become a part of our Rocketeer Nation.

Are you passionate about working with the latest ground-breaking, disruptive technologies? Do you pride yourself on learning quickly? Do you consider yourself a Linux specialist (for example, deep knowledge with at least two years experience)?

We are seeking a highly motivated individual to join our team to execute our customer onboarding initiatives with one of our key clients. This key role focuses on providing customers timely entitlements in a high volume environment. The ideal candidate will play a crucial role in ensuring timely provisioning and maintaining high levels of customer satisfaction during internal transitions from team to team.

You will work closely with different teams such as Support, Implementation, CS and Sales teams to establish and refine operations related to provisioning customers.

What you’ll be doing

1. Using dedicated systems and tools to process account provisioning related tasks
2. Processing requests by collecting information from customers about their needs and preferences and providing them with recommendations for products or plans that meet those needs
3. Ensuring customer satisfaction by resolving tickets and concerns in a timely and effective manner
4. Supporting and coordinating new customer onboarding activities and providing seamless transition from sales to support (if needed)
5. Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability.
6. Partner with Support, Implementation, CS and Sales teams to establish and refine operations related to provisioning customers from various time zones
7. Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships
8. Iterate and improve on strategies and automations that streamline current workflows and tooling
9. Contribute to team knowledge base when finding solutions to common situations
10. Champion a customer-first approach that balances personalized support with scalable processes.
11. Providing feedback to Management or relevant teams about customer satisfaction with products or services offered for continual improvement

Success Metrics:

- Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.

What you need

1. BA/BS degree in IT/computing/business management related
2. Strong communication and written skills in English
3. Excellent problem-solving and communication skills
4. Some experience working with customer onboarding, external & internal customers, internal sales, support and success teams
5. Basic knowledge in Linux commands & environment
6. Comfortable using CLI tools for day-to-day tasks
7. Able to demonstrate good customer handling/customer service skills
8. Ability to understand and follow established Standard Operating Procedures (SOPs)
9. Familiar with SaaS platforms and cloud-based technologies
10. Desire to learn about cutting edge technologies

Your traits and characteristics:

1. You are excited to work in a high-energy, fast-moving environment; you get in the weeds as part of the team
2. You maintain a customer-centric mindset
3. You love finding solutions to challenging problems
4. You are not afraid of conflict and difficult conversations and value transparent communication

Perks

1. Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
2. Stock options: you have the opportunity to participate in the ownership of the company.
3. Health insurance: we support you and your family–your well-being matters.
4. Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
5. Career pathways program: you can grow horizontally, vertically, or any way you want.
6. Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
7. Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [e-mail].