Technical Support Engineer

1 month ago

San Francisco, California, United States WalkMe Full time

WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using analytics, engagement, guidance, and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience

What You'll Own

  • You will communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
  • You will be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
  • You will gain an in-depth knowledge of the WalkMe product and its available features
  • You will engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
  • You will learn and retain product knowledge to understand and apply WalkMe's best practices for usage of the product
  • Always think of creative ways that WalkMe can achieve a better overall experience, and share those with our management team

What You Need to Succeed

  • 2+ years in a customer facing role
  • Up to 1 year experience in software support an advantage
  • Beginner to intermediate knowledge of HTML, jQuery, CSS
  • Problem-solving mentality with a customer-first mindset
  • Experience communicating in variety of formats (written, live chat, conference calls, in-person)
  • Comfortable using application logs, browser dev tools, and other tools to investigate issues
  • An ability to quickly understand and articulate new technologies.
  • Ability to work independently, with little direct supervision and as part of a team
  • Excellent analytical and organizational abilities
  • Ability to remain calm, composed and articulate when dealing with tough customer situations
  • Must be able to work weekend, evening hours, and holiday shifts as required
  • Must be able to work Tuesdays, Wednesdays, Thursdays onsite at San Francisco or Austin office

What Sets Us Apart

  • At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
  • We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
  • We value collaboration and understand the importance of a healthy work-life balance . To support, we offer:
  • Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
  • WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row
  • WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more

Our job titles may span more than one career level. The starting OTE for this role is between $75,00 and $80,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.

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.

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