Technical Support Engineer

2 weeks ago

Houston, United States Document Crunch Full time
Job DescriptionJob Description

Document Crunch is seeking a full-time Technical Support Engineer to join our energetic and tight-knit team. You’ll be working with everyone in the company to provide excellent support to our customers and great visibility into the customer experience to our product and development teams.

Who is Document Crunch?

We are a a cutting edge company building innovative AI tools that simplify construction contracts by quickly identifying critical risk provisions and providing teams with guidance to make great decisions throughout the entire project lifecycle. Our tools enable construction teams to get subject matter experise - usually only gained through outside consutlng – for a fraction of the cost. We empower the entire industry by identifying WHAT critical issues exist in contracts and documents, and WHY those critical issues matter, so the teams can make better business decisions without traditional overhead. We know that in order to achieve great things, you need a great team. We are a values-driven company and every single one of our “CRUNCHERS” go above and beyond to help our customers achieve success. A must for this position (and everyone on our team) is to stay true to our core values.

We Are Warmhearted

Our success is powered entirely by our people who are real and approachable. We foster an environment that is warm, fun and welcoming for everyone.

We Are Inspired

We care deeply about our mission and are inspired by our potential. If it was easy, everybody would do it, but we are striving for greatness. We take pride in being owners in this journey.

We Are Growth-Minded

Life is short and we want to make our time count. We invest in growth—personally and professionally. We never stop chasing our why.

Key Responsibilities:

  • Customer support via phone, email, and video call
  • First and second level investigations of customer and employee reported problems
  • Documentation of customer interactions
  • Clear and thorough documentation of bug reproduction steps, customer requests, and troubleshooting articles
  • Perform customer onboarding activities as needed
  • Demonstrate product capabilities
  • Maintain database of customer issues to help guide product and development decision making
  • Testing pre-release features and bug fixes to ensure they meet customer expectations
  • Be the voice of the customer within the company

Requirements

Skills and Qualifications:

  • Excellent oral and written communication skills
  • Strong customer service ethic
  • Strong understanding of web application frameworks and infrastructure
  • Proficiency in diagnosing and troubleshooting browser-side and server-side issues
  • Comfort communicating with both technical and non-technical stakeholders
  • Linux command-line proficiency

Preferred Qualifications:

  • Experience providing technical support for a web application
  • Programming experience
  • Experience supporting Microsoft Word Add-Ins
  • Experience supporting email delivery services
  • A strong desire to resolve users’ issues and get things done
  • Excellent organizational skills

We are currently hiring in our TX Region Hub (Austin/Houston.) While we are a remote first workplace, we want Crunchers in this location to better facilitate periodic in person meetings, get togethers and trainings. Periodic travel will be required.

Benefits

  • Competitive salary and benefits package.
  • Close to the ground floor of an incredibly high-growth business
  • Substantial internal growth opportunities and emphasis on personal & professional development
  • Generous paid time off policy
  • World class medical, dental, and vision benefits
  • 401k
  • Participation in the employee stock option program
  • Open-minded and collaborative work environment with a focus on results

We value diversity, equity, and inclusion in everything we do. It is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, marital status, veteran status, age, disability, pregnancy, sex, sexual orientation, gender identity or any other legally protected category

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