Senior Technical Support Engineer

Leadout Capital; California; On-site; USD 70,000 - 110,000; Full time

Job summary

Qualified is expanding its Technical Support team to scale our world-class support. As a Technical Support Specialist, you will handle support requests, act as the technical resource for the Success Architect team, and bridge support with engineering.

You’ll work on the cutting edge of sales and marketing technology, wearing many hats to improve customer experience. You will explain complex features to technical and non-technical users, collaborate across teams, and contribute to knowledge base

Qualifications

• 5+ years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Excellent interpersonal, communication, and writing skills.
• Extensive knowledge of Salesforce CRM.
• Working knowledge of marketing automation systems (Marketo, Pardot, HubSpot, Eloqua).
• Knowledge of web technologies and platform technology.

Responsibilities

• Actively manage the support queue to resolve product issues via live chat, email, and video calls.
• Support the Success Architect team with deep product knowledge on customer calls.
• Diagnose, debug, and triage operations problems with engineering for existing customers.
• Collaborate with product teams to translate feedback into actionable insights for the roadmap.
• Contribute to documentation, processes, and knowledge base improvements.
• Be part of the incident response team to communicate with customers and internal staff during incidents.
• Assist leadership in improving speed and efficiency of customer operations strategy.

Skills

Empathetic communication

Problem analysis

Cross-functional collaboration

Technical explanation

Incident response mindset

Education

Bachelor's degree

Tools

Salesforce CRM

Marketo

Pardot

HubSpot

Eloqua

JavaScript basics

API errors troubleshooting

Job 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.