Technical Support Engineer

3 weeks ago

Atlanta, Georgia, United States Rhythm Software, Inc. Full time

Overview & Background

We are a fast-growing SaaS company selling a wide, and configurable product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day. We are hiring a Technical Support Engineer who will be focused on responding to technical inquiries about our software, along with providing training and support to our customers.

The role's primary focus will be managing support requests to ensure product adoption. When our customers reach out, this person will be responsible for assessing their support ticket to determine if it is a defect, configuration issue, feature request, or training need. The Technical Support Engineer will work closely with the services and engineering teams to understand customers' needs and ensure the software supports their business processes.

The Technical Support Engineer's goal is to invoke a positive customer experience by accurately diagnosing and quickly resolving their issues ensuring the proper use and adoption of the product. The ideal candidate has experience managing support requests in a non-scripted environment while providing step-by-step instructional documentation to customers.

There are growth opportunities for this role Typically after 6-12 months, technical support engineers can move into other areas of the organization, including:


Product Management
QA
Sales Engineering
Software Implementation


If you're looking to start your career, this is the place.
Essential Duties & Responsibilities
Demonstrate a deep understanding of the software and best practices
Comfortable with a fast paced and dynamic work environment
Execute the support Service Level Agreements (SLA's) to ensure timely issue resolution
Facilitate customer meetings and communicate with sales, engineering, and product teams
Research and identify solutions from internal and external resources to provide accurate solutions to requests
Work with customers to replicate problems to fully understand and document their issues
Properly escalate high priority issues to appropriate internal teams
Ability to prioritize and manage several open issues at one time
Assure quality of issue resolution - bug fixes, configuration changes, and enhancements
Train customers to ensure understanding and success with the platform
Provide input to the engineering, services, and product team about issue trends and suggested improvements
Author knowledge base articles to educate customers and reduce support tickets

Qualifications & Requirements
Currently based in the US
Excellent problem-solving and analytical skills
Ability to provide step-by step technical help: written and verbal communication
Polite, well-spoken, charismatic
Technical aptitude to master our support tools
Comfortable with quick, accurate, and persuasive email and phone outreach
Comfortable working with small, new, and growing teams
Able to work productively with remote teams
Experience with customer support tools (e.g., ZenDesk, Jira)
Excellent organizational and time management skills
Ability to prioritize and juggle multiple tasks
Ability to learn new technologies
Ability to communicate technical information in an accessible manner to non-technical users

Is this job right for you?
 For you - the ideal candidate - the answer is an easy one:
You want the freedom to solve problems the way you want: using the latest tools and techniques
You are a natural problem solver and thinks outside the box
You take satisfaction in working with customers and empowering them through learning and education
You love data and building out processes, and feeding back that data for continuous improvement
You want to work in a fast-paced environment
You have strong interpersonal skills and want to continuously improve through giving and receiving feedback
A slow, steady smile has spread across your face as you've been reading this

Who Are We?
 Rhythm is a small, rapidly growing startup company based in Atlanta, GA. We've embraced the economic and technological benefits of serverless computing and a loosely coupled microservices architecture to deliver high-quality, disruptive software to associations and nonprofits.

Our north star - simple. Delight the customer.
Everything we do, every activity, every bonus plan, and every initiative - centers around creating child-like joy among our customers. Each of us works closely with our customers to deeply understand their needs and capture the nuance in their daily challenges. We use that knowledge to deliver the best, most intuitive experiences we can. What sets us apart is our ability to listen, learn, develop, and delight quickly and consistently. When a customer tells us they feel heard, we know we're on our game.


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