Technical Support Engineer

Phenom People Inc.; Ambler (Montgomery County); Remote; USD 60,000 - 75,000; Full time

Job summary

Join a leading HR tech unicorn as a Technical Support Engineer. You'll be the primary contact for customer troubleshooting, ensuring a seamless experience. This full-time role requires strong communication skills and the ability to thrive in a dynamic environment. Enjoy flexible hours and a range of benefits while contributing to a diverse and inclusive workplace.

Benefits

Health and wellness benefits

Flexible hours

Generous vacation policies

Career pathing and development opportunities

Qualifications

• Previous experience in customer support or technical support.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Handle customer support tickets via calls and written communication.
• Collaborate with technical teams to resolve issues.

Skills

Communication

Problem Solving

Team Collaboration

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Technology

Tools

MongoDB

MySQL

Job description

Job Requirements

Our purpose is to help a billion people find the right job! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,600 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

We are seeking a Technical Support Engineer to join our Global Customer Care team! In this role, you will be the go-to point of contact for customers needing assistance with troubleshooting and problem resolution, ensuring a seamless and "phenomenal" experience. You will handle customer support tickets via calls, written communication, and video conferences, collaborating with technical teams to resolve issues. Key responsibilities include troubleshooting, escalating critical issues, providing clear customer communication, and reporting on ticket status and resolution.

This is a full-time position with availability required between 9:00 AM and 8:00 PM EST. The primary shift will be from 9:00 AM to 6:00 PM EST, though shift times may vary depending on business needs.

Required Skills and Experience

• A Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred, but not required. Equivalent practical experience will also be considered.
• Previous experience in a technology-related role, customer support, technical support, or a similar field.
• Ability to thrive in a fast-paced environment that is constantly evolving.
• A passion for helping people and solving problems.
• Strong communication skills, both verbal and written.
• Self-motivated, driven, and results-oriented.
• Ability to collaborate effectively in a team setting while maintaining a high degree of independence.
• Basic understanding of APIs and experience with database management tools (MongoDB, MySQL).
• Experience working in a SaaS company is a strong plus!

Applicants must currently be authorized to work in the United States. We are not accepting applicants who require sponsorship at this time, either now or in the future.

Benefits

We want you to be your best self and to pursue your passions!

• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Generous vacation policies & holiday time off
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every office and even to those who work remotely!

Salary

Expected salary range $60,000 - $75,000

Please note the Salary range is subject to change in the future in accordance with Phenom’s policies

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

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