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Senior Customer Support Engineer

2 months ago

Chicago, United States Supernova Technology Full time

ABOUT US

Founded in 2014, we offer the industry’s first and only cloud-based, fully-customizable, end-to-end software solution to automate securities-based lending from origination through the life of the loan. By combining thought leadership in suitability and risk management with industry-leading education and the latest technology, Supernova enables advisors to deliver holistic, goals-based advice and to help their clients achieve financial wellness. We partner with the industry’s largest banks, most prominent insurance companies and leading online brokerages to democratize access to securities-based lending and better the entire financial ecosystem.


JOB DESCRIPTION

As the Senior Customer Support Engineer, you will be instrumental in providing advanced technical assistance and support to our customers. Your primary responsibility will be to ensure high-quality service delivery and effective resolution of customer issues. Additionally, you will collaborate with other departments to enhance processes and drive customer satisfaction.

RESPONSIBILITIES:

  • Respond to customer inquiries via phone, email, and chat in a timely manner.
  • Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
  • Meet or exceed service level agreements (SLAs) for response times and issue resolution.
  • Monitor and analyze customer support metrics to identify trends and areas for improvement.
  • Help support, train and mentor other Customer Support Engineers.
  • Develop and maintain technical documentation and knowledge base articles.
  • Develop and implement strategies to improve customer satisfaction and retention.
  • Act as a client advocate within the company, ensuring their needs and concerns are addressed in product development and support processes.
  • Maintain comprehensive knowledge of our platform, including updates, new features, and best practices.
  • Collaborate with Product Management and Engineering teams to relay customer feedback and prioritize product enhancements.

QUALIFICATIONS:

  • Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
  • Proven experience in a customer support or engineering role within a technical environment, preferably prior experience working with a SAAS platform.
  • Excellent leadership and communication skills, with the ability to motivate and inspire a team.
  • Ability to analyze data and metrics to drive decisions and improvements.
  • Experience with customer support tools and software (e.g., Zendesk, Freshdesk).
  • Strong problem-solving skills and the ability to handle escalated customer issues effectively.
  • Ability to thrive in a fast-paced, dynamic environment.

OUR CORE VALUES

At Supernova, we...

- Form, execute, and communicate new ideas that add value to our employees and customers

- Strive through obstacles and failures

- Follow-through on promises or commitments to others, accept responsibility, and answer for actions & decisions

- Listen to, understand, and support our employees and customers

- Act with speed, positive attitude, and flexibility

- Exceed expectations and surpass ourselves every day; we embrace a sense of pride and never stop growing