Remote Support Engineer United States - Remote

Prevail.ai; Mississippi; Remote; USD 75,000 - 110,000; Full time

Job summary

Join a forward-thinking startup that is revolutionizing the legal industry with an innovative platform for remote and hybrid legal proceedings. As a Support Engineer, you will play a vital role in providing technical support, troubleshooting issues, and collaborating with cross-functional teams to enhance customer satisfaction. This position offers a unique opportunity to work in a dynamic remote environment while contributing to modernizing court reporting and testimony management. If you are passionate about technology and customer service, this role is perfect for you!

Qualifications

• 3+ years in a technology support role is required.
• Extensive experience using ticketing systems to classify issues.

Responsibilities

• Provide technical support to customers and internal users.
• Coordinate with external client IT for network accessibility.

Skills

Excellent communication skills

Customer support experience

Web technology skills

Critical thinking

Adaptability

Independence

Tools

Zendesk

SQL

REST/Curl

ActiveRecord

Job description

A well-funded startup founded in San Francisco, our workforce includes a diverse collection of individuals located across the country. Our first-of-its-kind platform combines secure video conferencing with a collection of intuitive tools developed for conducting remote, in-person, and hybrid legal proceedings.

By maintaining a dynamic work environment where employees collaborate and grow, we aim to modernize and transform the processes involved in court reporting, testimony management, trial preparation, use of video evidence, and more. Join us in disrupting the legal industry and beyond while working alongside our talented team!

About the Position:

We are seeking proactive and experienced individuals who are passionate about working with customers, deep diving into technical issues, and working as a cross functional employee with Customer Success and Engineering. As a Support Engineer, you will be instrumental in providing technical support to our customers and operations team. This role involves significant collaboration in a remote environment and reports to the Quality Assurance Manager. While we welcome applicants from all regions, preference will be given to those in the Eastern Time Zone.

To succeed, you'll need:

• Excellent communication skills for technical and non-technical audiences
• Customer support or client-facing experience
• Strong web technology skills and troubleshooting abilities
• Critical thinking, adaptability, and independence in a fast-paced remote setting

Responsibilities:

• Provides technical support to customers and internal users, troubleshooting issues and resolving problems related to software, hardware, and systems
• Phone, email, and video conferencing interaction with customers to help resolve hardware and software issues and bridge the gap between users and technical teams
• Coordinates with external client IT to configure networks for accessibility (firewalls, SSO, APIs, etc.)
• Handles all internal requests from Operations, Customer Success, and Sales to investigate issues that potentially require development intervention (Fullstory review/ log searching / issue reproduction)
• Communicate issue resolutions clearly and proactively to both technical and non-technical users
• Draft bug tickets and work with engineering to reproduce
• Work with Product to suggest enhancements based on customer feedback loop
• Work with Technical Writers to create and maintain documentation, FAQs, and troubleshooting guides for customers and internal users
• Help to implement a customer-facing ticketing system
• Help to define and document customer SLAs

Required Qualifications:

• 3+ years in technology support role: solution engineer, implementation engineer, or similar
• Extensive experience using ticketing systems (ie: Zendesk or similar) to classify issues and communicate with customers
• Understanding of network standards (DHCP vs Static, Tracerouting, etc.)
• Understanding of Relational Databases and some experience using SQL (or an ORM)
• Computer hardware debugging in all relevant OS’ (Windows, Mac, iOS, Android and Linux)
• Experience supporting public APIs and able to test with REST/Curl (i.e. Postman)

Preferred Qualifications:

• Familiarity with Ruby on Rails or similar MVC web platform
• Comfortable querying for data in ActiveRecord (RoR’s ORM)
• Computer Hardware/Software Certification (ie. Network+, A+, CCNA, etc.)
• Experience implementing a support ticketing system from scratch (ie. Zendesk, Zoho, Hubspot, etc.)
• Legal experience

Compensation: The pay range for this salary position is up to $75,000 - $110,000 however, The final base salary will be determined based on several factors, including geographical location, level of experience, relevant skills, and knowledge.

Prevail Legal reserves the right to change this job description to meet the organization's business needs.

We are hiring for US Citizens and do not provide H1B Visa support.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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