Senior Technical Support Engineer

Own Company; California (MO); On-site; USD 75,000 - 115,000; Full time

Job summary

Qualified is seeking a Technical Support Specialist to join our world class support team. You will handle support requests, be the technical resource aligned to our Success Architect team, and act as a bridge between support and engineering.

You’ll support customers across channels and help drive product improvements. You’ll collaborate with engineering, product, and the Success Architect team, explain complex features with empathy, and contribute to knowledge base improvements while advancing

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Ability to explain complex features to technical and non-technical users.

Responsibilities

• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via live chat, email, and video calls.
• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
• Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Skills

Explain complex features with empathy

5+ years B2B SaaS support

Bachelor's degree

Exceptional communication

Analytical problem solving

Customer-focused

Education

Bachelor's degree

Tools

Salesforce CRM

Marketing automation (Marketo Pardot HubSpot Eloqua)

Javascript

API errors debugging

Web technologies

Job description

Description

Qualified is looking to add a new member to our Technical Support team as we scale our world class support. As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.

Responsibilities:

• Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.

• Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.

• Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.

• Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.

• Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.

• Working on our incident response team to provide critical communication to our customers and internal staff during incidents.

• Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications:

• You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise

• 5+ years of experience providing support in a B2B SaaS company

• Bachelors degree required

• Excellent interpersonal, communication, and writing skills

• Extensive knowledge of Salesforce CRM

• Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)

• Working knowledge of Javascript and API errors

• Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)

• Knowledge of platform technology (Email services, LLM, etc.)

• Passion for making customers successful with software solutions

• You enjoy analyzing issues and digging into complex problems

• You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.

• The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.

• You’re interested in growing your career in Technical Support and helping us grow an amazing team.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.