Technical Support Engineer II

Mavenlink; United States; Remote; USD 56,000 - 83,000; Full time

Job summary

Join a forward-thinking company as a Senior Support Specialist, where you will play a critical role in enhancing client experiences on the Salesforce Platform. This position involves troubleshooting customer issues, collaborating with various teams, and mentoring peers. The ideal candidate will possess strong communication skills and a solid understanding of the software development lifecycle. Enjoy a vibrant work culture that emphasizes work-life balance and continuous learning. If you're passionate about technology and customer success, this is the opportunity for you!

Benefits

Strong work-life balance

Learning opportunities

Collaborative culture

Vibrant team environment

Qualifications

• 2-4 years of experience in B2B technical support.
• Ability to explain technical concepts to non-technical audiences.

Responsibilities

• Troubleshoot and investigate customer-reported issues.
• Collaborate with teams to improve customer experience.

Skills

Software Development Lifecycle

SQL

SOQL

Problem-Solving Skills

Communication Skills

Self-Motivation

Technical Explanation

Education

Degree in Computer Science

Degree in Software Engineering

Tools

Salesforce

Apex

Job description

The Kantata Cloud for Professional Services provides businesses with the clarity, control, and confidence needed to optimize resource planning and improve operational performance. Our purpose-built software supports over 2,500 professional services organizations across more than 100 countries, helping them focus on and optimize their most valuable asset: their people. By leveraging Kantata, professionals access the information and tools necessary to win more business, ensure the right personnel are available at the right times, and deliver exceptional project outcomes that delight clients.

Kantata is well-capitalized, actively hiring, and expanding our diverse customer base faster than ever. We have a clear vision for the future, which involves you. We also pride ourselves on being an excellent place to work—offering a dynamic environment, a talented team passionate about their work, great perks, and an outstanding culture, making us a recognized Best Place to Work!

About the Opportunity

This is a senior role supporting Kantata SX. You will join a team responsible for providing support for our client Kantata SX installations on the Salesforce Platform (PaaS), collaborating with Kanata SX Support, Professional Services, and Customer Success Managers.

The Support Services team focuses on troubleshooting, reviewing, and analyzing customer-reported issues. Our goal is to understand each customer’s configuration, provide insights and explanations for system behaviors, and empower customers to become more proficient users of their solutions. When system issues arise, Support advocates for the customer by identifying, pursuing, and communicating resolution strategies with internal teams to enhance the customer experience.

Primary Responsibilities

1. Troubleshooting and investigating customer-reported issues and questions
2. Communicating and analyzing relevant concepts, configurations, and product information
3. Highlighting and accommodating relevant Kimble capabilities and services
4. Handling escalations, prioritizing issues, communicating updates, and advocating for customers to resolve functional problems
5. Collaborating with teams such as Education, Customer Success, Service Delivery, and Sales to recognize opportunities and improve customer experience
6. Adhering to scheduled shifts, attendance, and resource planning; occasional off-hours work may be required
7. Self-managing to maintain productivity, attendance, communication quality, and team engagement
8. Participating in voice and video meetings with customers and colleagues
9. Training and mentoring peers in product knowledge, customer communication, and soft skills
10. Participating in after-hours on-call rotations for Severity 1 issues

What You Bring to this Role

• Knowledge of the software development lifecycle from planning to deployment
• Experience with relational databases (SQL, SOQL, etc.), including data traversal techniques
• Strong communication skills, both written and verbal, in English
• Ability to explain technical concepts clearly to less technical audiences
• Proven problem-solving skills in enterprise SaaS applications
• Self-motivation and discipline to work independently
• Currently studying or holding a degree in computer science, software engineering, or related fields, with demonstrable knowledge of key concepts
• 2-4 years of experience in B2B technical support, handling critical customer operations
• Knowledge of Salesforce, Apex, and the master-detail model is a plus but not required

Compensation

● The salary range for this position is USD $56,250 – USD $82,500.

● Eligibility for a company-wide bonus plan.

*Salary considerations depend on location, experience, and other factors.

Our Philosophy

We believe success comes from the right technology and people at the core. Working together fosters innovation and growth. Our benefits include:

• An engaging, collaborative culture—no silos!
• Strong work-life balance focus
• Learning opportunities from top industry professionals
• A vibrant, fun, and dedicated team

We are committed to diversity and inclusion, valuing everyone’s unique strengths to foster innovation.

Kantata is an Equal Opportunity Employer.