Technical Support Engineer

Kantata; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer to join its dynamic team. This remote role offers the opportunity to assist clients with Kantata SX installations on the Salesforce Platform, ensuring smooth operations and customer satisfaction. You'll be at the forefront of troubleshooting, advocating for customers, and collaborating with various teams to enhance the overall experience. With a commitment to work-life balance and a vibrant culture, this position promises growth and a chance to make a real impact in a supportive environment. If you have a passion for technology and customer service, this is the perfect opportunity for you.

Qualifications

• Basic knowledge of modern web technologies and accessibility.
• Understanding of the software development lifecycle.
• Strong communication skills and proficiency in English.

Responsibilities

• Troubleshoot and investigate customer-reported issues.
• Communicate and analyze relevant concepts and configurations.
• Collaborate with teams to improve customer experience.

Skills

REST API

HTML

CSS

JavaScript

SQL

SOQL

Problem-solving

Analytical Thinking

Communication Skills

Education

Computer Science Degree

Related Degree

Tools

Salesforce

Apex

Job description

Join to apply for the Technical Support Engineer role at Kantata.

The Company

Kantata takes professional services automation to a new level, providing clarity, control, and confidence to people-powered businesses to enhance organizational performance throughout the project lifecycle. The Kantata Cloud for Professional Services supports over 2,000 firms across more than 100 countries, focusing on optimizing their most valuable asset: their people.

Kantata is a well-capitalized, growing company with a diverse and loyal customer base. We have a clear vision and a dynamic, enjoyable work environment. Join us and be part of a talented team with great perks and a vibrant culture—recognized as a Best Place to Work!

About The Opportunity

As a member of our support team, you will assist with Kantata SX installations on the Salesforce Platform, collaborating with Customer Support, Professional Services, and Customer Success Managers. Your role involves triaging, routing, and initially handling customer-reported issues, understanding their configurations, and guiding them through their options for evolution. You will advocate for customers internally to resolve system issues efficiently, aiming to provide quick and easy answers to customer inquiries.

Primary Responsibilities:

1. Troubleshoot and investigate customer-reported issues and questions.
2. Communicate and analyze relevant concepts, configurations, and product information.
3. Position and promote relevant Kantata SX capabilities and services.
4. Handle escalations, prioritize issues, communicate effectively, and advocate for customers.
5. Collaborate with teams such as Education, Customer Success, Service Delivery, and Sales to improve customer experience.
6. Attend scheduled shifts and adhere to resource schedules; occasional off-hours tasks may be required.
7. Maintain self-management, attendance, communication, and team participation.
8. Participate in voice and video meetings with customers and colleagues.

What You Bring to this Role:

1. Basic knowledge of modern web technologies and accessibility (e.g., REST API, HTML/CSS/JavaScript, SaaS/PaaS).
2. Understanding of the software development lifecycle.
3. Experience with relational databases (SQL, SOQL).
4. Strong communication skills and proficiency in English.
5. Ability to explain technical concepts clearly.
6. Problem-solving skills and analytical thinking.
7. Self-discipline and ability to work independently.
8. Current or studying a computer science or related degree; demonstrable key concepts knowledge.
9. Knowledge of Salesforce, Apex, and master-detail object model is a plus.

Compensation

• Base salary ranges from $50,000 to $70,000.
• Eligible for a Company-wide Bonus Plan.
• Salary depends on location, experience, and other factors.

Additional Information

This is a remote role within the US.

Our Philosophy

We believe in technology and people working together to create success. Our culture promotes collaboration, work-life balance, learning, and fun. We value diversity and inclusivity, fostering innovation and growth.

Kantata is an Equal Opportunity Employer.