WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using artificial intelligence, analytics, engagement, guidance, and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.WalkMe is looking to grow the team of their highest tier of support with someone who prides themselves on being able to troubleshoot complex technical issues, while also enjoying working directly with customers. You will report to the Tier 3 Team Lead and work with Ramp;D Engineers, Product Managers, Customer Success Managers, Solutions Engineers and customers. As a Tier 3 Technical Support engineer, you can quickly assess and troubleshoot issues escalated to you across a broad range of WalkMe offerings (e.g. web, mobile, desktop), deployments, and integrations.What You'll Do
- Handle escalations, reproduce issues, and work with engineering (when needed) on multiple issues at a time while ensuring quick resolutions
- Provide creative technical solutions to solve customer challenges out of the box
- Manage the escalation and communication of major issues between engineering and the rest of the company
- Author and update knowledge base articles to promote Support scalability and improve self-service capabilities
- Surface feedback from customers and provide recommendations to product to reduce product friction
What You'll Need To Succeed
- 4 or more years in a technical role with at least 1 year of customer support, technical support, system administration or a related customer-facing role supporting SaaS applications
- Knowledgeable in JavaScript, MySQL, HTML, CSS and familiarity with JSON
- Experience debugging troubleshooting client-side code using developer and browser tools
- Knowledgeable in Group Policy, SCCM, and VMWare - Advantage
- Familiarity with ticketing systems such as Salesforce Service Console and Jira
- Passion for solving customer issues and advocating for their success
What You'll Love About Us!
- Full health coverage for employees, WalkMe pays 100% of employee premiums and 50% of family premiums, a 401K program, and a vacation policy to encourage a healthy work-life balance.
- WalkMe offices are Work From Home during COVID-19 with frequent virtual social activities to promote positive employee engagement
- WalkMe celebrates our Fifth year on the Forbes Cloud 100 2020 List, and our CEO, Dan Adika, shares his insights into WalkMe.
- WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.
TO ALL RECRUITMENT AGENCIES:WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.