Junior Support Engineer

Allego; Waltham (MA); Remote; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Unlimited vacation

Parental leave

HRA

FSA

401(k) with company matching

Disability & life insurance

Stock options

Job summary

Allego is seeking a Junior Support Engineer to join the Customer Success team as the primary technical support contact. You will analyze, reproduce, and resolve issues by leveraging logs, data, and built-in functionality, while coordinating with Product, Dev, and CS.

You’ll help document workflows and assist customers with best practices. The role emphasizes independent work in a largely remote setting, with a strong focus on customer advocacy and clear, actionable communication for bug fixes

Qualifications

• Bachelor's degree or 2 years in technical support or SAAS operation
• Experience with SQL databases
• Familiarity with cloud services (AWS preferred)
• Ability to document effectively for CS and customers
• Able to work largely remote and independently

Responsibilities

• Investigate support incidents escalated from the CS team
• Reproduce or isolate issues using logs and data
• Escalate gaps and document solutions for internal teams
• Advise PMs, developers or CS when needed
• Submit and track bug remediation or feature requests on behalf of customers

Skills

SQL knowledge

Relational databases

AWS familiarity

Technical writing

Independent & remote work

Education

Bachelor's degree

2 years SAAS/tech support experience

Tools

None

Job description

How you’ll make a difference:

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. Support Engineer will provide second tier, technical support utilizing application expertise, exploration of system data, and technology stack. You will also work closely with Product Managers, Developers, Dev Ops and other experts to troubleshoot and identify solutions for customers utilizing built-in functionality whenever possible, identifying alternative approaches when necessary, building a reproducible case for identifying bugs, or clarifying product enhancement requests.

You will be integral to Allego’s success through:

• Investigating support incidents escalated from the internal Customer Success Team. Support may include data gathering and documenting for clear understanding of the reported problem.
• Reproducing or isolating possible culprits using log analysis, data review, testing in development environments, and working directly with the external customer
• Identifying gaps in CS knowledge and push to close those gaps by escalation to responsible parties and creation of documentation where appropriate
• Be the Intersection of product expertise and customer insights to understand what the product functionality is capable of and how the functionality is put into practice
• Be able to advise PM, developers or CS when necessary
• Be a customer advocate by submitting and track bug remediation and/or functional enhancement on customer behalf

The ideal candidate will have:

• Knowledge of relational databases and understanding of SQL
• Familiarity with cloud services (AWS 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 team that is largely remote
• Bachelor's Degree, certification in a related field or 2 years experience working in a technical support, help desk, or SAAS operation environment

Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:

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

Compensation: $55,000 - $65,000