Senior Customer Support Engineer

7 days ago

San Francisco, United States Tbwa ChiatDay Inc Full time

About Checkr
 Checkr builds people infrastructure for the future of work. We‘ve designed a faster—and fairer—way to screen job seekers. Established in 2014, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping to hire great new people with an experience that’s fast, smooth, and safe. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

A career at Checkr means collaborating with brilliant minds, disrupting an industry, and opening channels of employment to often overlooked candidates. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

About the team/role

As part of the Customer Support Engineering team at Checkr, the Senior Customer Support Engineer is responsible for supporting our most valuable customers on their most complex issues. You’ll do this by utilizing your strong understanding of modern web technologies and knack for getting to the bottom of things.

What you‘ll do

  • Provide technical support to our largest customers and partners via our ticketing system and screen-sharing calls.
  • Investigate technical issues down to the application level utilizing tools like DataDog, Snowflake, and Mulesoft, escalating to engineering as needed.
  • Own certain processes and procedures to keep our most valuable customers operating smoothly.
  • Collaborate cross-functionally with Engineering, Customer Success, and Business Development teams on various initiatives.
  • Help us build our internal documentation on Confluence to lower response times and contribute to public documentation found on our Help Center.
  • Mentor less experienced Support Engineers providing support in the day-to-day and in their ongoing troubleshooting skill sets.
  • Act as the Customer communication liaison for critical incidents. This is a 24/7 on-call shift that is rotated between members of the team.

What you bring

  • Previous experience in a customer-facing technical position for a SaaS company.
  • Strong communication skills with the ability to provide technical details to a non-technical audience in a clear and kind manner.
  • Excellent troubleshooting skills, ability to use deductive and inductive reasoning to work through complex issues, and a strong intuition for problem-solving.
  • Experience working with APIs and providing technical product support for API products.
  • Demonstrated experience working on technical issues, troubleshooting bugs, and communicating with engineers.
  • Intermediate/advanced experience with SQL.
  • Familiarity with software development principles, approaches, and languages.
  • Experience in or an ability to learn: Postman, DataDog, Snowflake.

If you don’t meet 100% of the above qualifications, you should still seriously consider applying.

What you’ll get

  • A fast-paced and collaborative environment.
  • Learning and development allowance.
  • Competitive cash and equity compensation and opportunity for advancement.
  • 100% medical, dental, and vision coverage.
  • Up to $25K reimbursement for fertility, adoption, and parental planning services.
  • Flexible PTO policy.
  • Monthly wellness stipend, home office stipend.

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The base salary range for this role is $69,300 to $86,625 in Denver, CO.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.

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