Technical Support Engineer

Ascend Software Incorporated; Boston (MA); Remote; USD 65,000 - 85,000; Full time

Job summary

Ascend Software Incorporated, a fast-growing SaaS company, seeks a Technical Support Engineer to provide exceptional support experiences to customers. This remote role involves diagnosing technical issues, ensuring high customer satisfaction, and collaborating across teams to enhance product usability. Competitive pay and benefits are offered, along with opportunities for personal and professional growth.

Benefits

401(k) matching

Unlimited time off

Annual Lifelong Learning & Wellness Allowance

Flexible schedules

12 weeks paid parental leave

Diversity, Equity & Inclusion initiatives

Remote-first culture

Qualifications

• 1 to 3 years in technical support roles, preferably in SaaS or software environments.
• Strong troubleshooting skills with proficiency in SQL and PostgreSQL.
• Exceptional written and verbal communication.

Responsibilities

• Diagnosing and resolving customer issues across a range of technologies.
• Maintaining an average SLA adherence rate of 98% or higher.
• Collaborating with cross-functional teams to resolve escalated cases.

Skills

SQL

PostgreSQL

JavaScript

Troubleshooting

Communication

Job description

Ascend is a fast-growing SaaS company that automates invoice processing and payments for mid- and large enterprise customers. Our flagship product, Ascend AP, leverages AI, powerful real-time ERP integrations, and embedded payments technology to save our customers tens of millions of dollars every year. Our customers include household names like NASCAR, Panera Bread, Virgin Voyages, and PGA TOUR as well as many of the nation’s largest and most renown hospitals and health systems, financial services providers, and higher ed institutions.

Ascend is a fully remote company that offers competitive pay, exceptional benefits including unparalleled 401(k) matching, and unlimited time off. Most importantly, we offer the chance to learn, take ownership, and grow in your career the way you’ve envisioned.

As a Technical Support Engineer (TSE), you’ll be a trusted problem-solver and advisor to our customers, ensuring exceptional support experiences that foster loyalty and trust. This role focuses on timely and empathetic resolutions of technical issues, maintaining high customer satisfaction (CSAT), and driving process improvements to enhance efficiency. You will collaborate across teams to refine product usability, deliver proactive customer education, and optimize workflows for seamless support delivery.

Your day-to-day would include:

□ Communicating with customers via multiple support channels – primarily email, phone, and video conferences

□ Diagnosing and resolving customer issues across a range of technologies including SQL, PostgreSQL, Postman and Grafana

□ Maintaining an average SLA adherence rate of 98% or higher, ensuring prompt and effective resolution of customer issues.

□ Consistently achieving and sustaining a Customer Satisfaction Score (CSAT) of 95% or higher through exceptional communication and support quality.

□ Collaborating with cross-functional teams to resolve escalated cases efficiently and provide actionable feedback to improve product usability.

□ Documenting and standardizing troubleshooting processes, ensuring consistency and clarity for all team members.

□ 1 to 3 years in technical support roles, preferably in SaaS or software environments.

□ Technical Skills: strong troubleshooting skills with proficiency in SQL and Postgres SQL databases as well as reading JSON, JavaScript and analyzing logs.

□ Exceptional written and verbal communication, attention to detail, and a proven ability to resolve complex customer issues collaboratively.
□ Candidates must live in the Eastern Standard Time zone or be willing to work Eastern Standard hours.

• We offer everything you’d expect from a profitable company including a great salary, comprehensive health care benefits (100% covered for employees, 50% for dependents), and a generous retirement plan match.

• You’ll receive an annual Lifelong Learning & Wellness Allowance to use towards learning opportunities of your choice (cooking lessons, dance lessons, language lessons, etc.) or to achieve your health and wellness goals.

• You’ll receive flexible time off, paid holidays, and one week off between Christmas and New Year’s.

• A platform for good: a culture of Diversity, Equity & Inclusion, charity matching and volunteer days—creating belonging for all is in our DNA both inside and outside of work.

• Remote-first culture. No matter where you are, you’ll feel connected to the team.

• We take family seriously and offer flexible schedules and 12 weeks of paid parental leave.

• We give you great tools and tech to do your best work: Hardware, software, and home office setups.

Our Interview and Hiring Process

We want the best people on our team. To get them, we’ve built our hiring process around three Ts: thorough, transparent and thoughtful. Our interview process is an honest evaluation of what you’ve done, what you’re good at, and what you’re working on improving. The goal of this process is to identify, as objectively as possible, people who will raise the level of play within our company.

Here's how it works:

• Application

• Screening interview – phone call (30 minutes)

• Deep dive interview with the hiring manager – video call (90+ minutes)

• Focused interviews with select potential teammates – 2 video calls (45 mins each)

• Reference calls with your last several managers

• Offer letter