Customer Support Engineer

Blackthorn.io; Bozeman (MT); Remote; USD 50,000 - 65,000; Full time

Job summary

Join a leading company as a Customer Support Engineer where you will provide world-class support using your Salesforce expertise. You'll work closely with clients and internal teams, ensuring effective communication and problem resolution while enjoying a fully remote work environment with various benefits.

Benefits

Stock options for all employees

$400 office stipend

Maternity/Paternity leave

Student loan debt assistance

Health insurance contribution

Children's 529 college fund assistance

Qualifications

• Experience with SaaS products preferred.
• Salesforce experience as an Administrator or Business Analyst preferred.

Responsibilities

• Be a primary contact for customer technical support.
• Use Salesforce Service Cloud to triage support cases.
• Validate customer-reported bugs and create Jira tickets.

Skills

Communication

Problem Solving

Organizational Skills

Education

Salesforce Admin (201) Certification

Job description

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Role

Customer Support Engineer, Tier 1

Description

As a Customer Support Engineer on our Tier 2 Support Team, you will utilize your Salesforce configuration and technical knowledge to provide world-class support to our customers!

What you'll do

1. Be a primary contact for customer technical support, demonstrating urgency and ownership during interactions.
2. Use Salesforce Service Cloud to triage, gather information, and respond to support cases.
3. Work directly with customers to resolve issues.
4. Build and manage relationships with clients and internal teams (Sales, Pre-sales, Customer Success, Product, Engineering, Support).
5. Prioritize workload effectively with attention to detail.
6. Ensure the Support team meets its goal of being an asset to customers.
7. Validate customer-reported bugs and create Jira tickets.
8. Assist with reporting issues and gaps in customer-facing documentation.
9. Communicate clearly with management, customers, sales, and developers to translate business requirements for troubleshooting.
10. Recommend product enhancements and new opportunities to the Product team.
11. Meet or exceed all defined customer and internal interaction metrics.

What we look for

• Experience with SaaS products, especially CRM or CX Help Desk products, is preferred.
• Salesforce experience as an Administrator or Business Analyst preferred.
• Salesforce Admin (201) Certification required.
• Technically proficient with a quick learning aptitude.
• Enjoys virtual interactions and speaking to large groups.
• Excellent communication skills.
• Strong organizational and coordination skills.
• Ability to prioritize and solve problems in time-critical situations.
• Availability during US Pacific or Mountain time business hours.

What we offer

• Supportive and intelligent team.
• Satisfaction and sense of achievement.
• Fully remote global team.
• Stock options for all employees.
• Flexible work week.
• $400 office stipend.
• Maternity/Paternity leave.
• Student loan debt assistance.
• Time off for nonprofit work (Pledge 1%).
• Health insurance contribution (US only).
• Children's 529 college fund assistance (US only).

About Blackthorn

We develop native apps on the Salesforce AppExchange for managing Events, Payments, Messaging, and Data Security. Our team is distributed worldwide, experienced, and fast-moving. Our apps are easy to implement and flexible, aiming to match the user-friendliness of consumer apps.

Why is our work important

Our apps are continually refined for UX, enabling quick setup and superior functionality compared to competitors. We believe enterprise apps should be as easy to use as mobile consumer apps.

What the job will bring you

Ownership, autonomy, connection with a tight-knit team, and the challenge of moving fast. We value meaningful work and relationships, inspired by Ray Dalio's philosophy. Note: Currently only accepting applicants in specific US states.

Additional details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development