Technical Support Engineer, Tier 1
ActivTrak, United States
Job Description
About ActivTrak:
The sudden rise in new remote work models has triggered an increase in the adoption of collaboration tools, an acceleration of digital transformations, and the need for visibility into how work gets done. Legacy metrics for assessing productivity in the workplace alone, are no longer sufficient for making the right business decisions in today’s reality. Companies must redefine their tech stack and data-driven dashboards to gain insights into how to inspire employees, boost team efficiency and promote positive outcomes-- all while building a culture based on trust and transparency. Redefining the measurement of performance in the workplace is one of the most important things an organization can do to modernize their workplace. And at ActivTrak, we’re taking on this challenge.
ActivTrak is a product-led, innovative software company that introduced it’s award-winning workforce analytics platform in 2015. Our cloud-based platform provides productivity insights into how teams work, improving employee and customer experience, while also enabling better business outcomes. At ActivTrak, we recognize the powerful link between these two concepts and we're on a mission to understand it more every day. Alongside 8500+ paying customers, our team uses the platform internally to assess team and organizational performance, hone product features, develop best practices, streamline processes, invest in new innovations, and promote a culture of immediate feedback and transparency.
We are a fast-growing, agile company with a forward-thinking, inclusive culture. Our teams are encouraged to collaborate daily to solve challenges, create and champion new ideas, and execute initiatives that help global customers and their modern workforces succeed by working better together. We’ve grown our team to over 100 people, raised over 70M money from some of the best venture capital firms around like Sapphire Ventures and Elsewhere Partners, and have experienced triple digit growth with ARR in eight figures. Customers love our productwith an average rating of 4.7/5 stars across 800+ online reviews.
Requirements
What you will do:
- As a Technical Support Engineer, you play a crucial role in ensuring ActivTrak's customer success. Technical Support Engineer responsibilities include managing the technical relationship between ActivTrak and customers.
- As a trusted advisor, the TSE will manage the technical and product knowledge to guide customers in the successful deployment and use of ActivTrak products.
- This position will also include creating and maintaining documentation for internal and customer-facing use.
Your experience:
Successful candidates will have an excellent technical and software foundation. This is a tier-one position. Working hours are 7:00pm-4AM CST.
- Bachelor’s Degree preferred
- Strong written and verbal communication skills
- Strong teamwork and collaboration skills
- Passionate about improving the customer experience. Finds new ways to elevate the typical break-fix TSE role into one of customer advocacy, product improvement ideation, and identifying internal process improvements
- Troubleshooting ferocity and the ability to find solutions to customer problems, an unwillingness to compromise, grit to stay with an issue until it’s resolved
- Experience with structured query language, including writing select and join queries
- Understanding of JSON and how to send payloads to target endpoints via webhooks is a plus
- Ability to accurately and consistently update customer records and the reporting of software defects
Benefits
Work environment:
- Position is remote within US
- Minimal travel
- Limited physical demands
We have seven foundational values that are core to who we are and how we work:
- Customer-focused: Our customers are the lifeblood of the business
- Respectful: Treat everyone with respect, decency and kindness
- Innovative: Be bold; experiment and learn/fail fast
- Data-driven: Measure what matters most
- Open and direct: Engage is open and direct dialogue across teams
- Accountable: Be accountable to each other, our customers, our partners and yourself.
- Execution-oriented: We value the spirit of debate, new ideas and fast decision-making
This is an incredible opportunity to embark on an exciting journey with an early-stage, dynamic VC-backed company. If you have a positive attitude towards urgency, risk, and challenges that comes with working in a startup environment, then you will be a great fit! To see the many faces of ActivTrak, visit https://activtrak.com/our-team/.
ActivTrak is an equal opportunity employer. We celebr