Technical Support Engineer

4 weeks ago

Lehi, United States CareerBuilder Full time

Podium is seeking the next candidate to join our amazing Technical Product Support team. The Technical Product Support Specialist is a critically important role for Podium as we continually develop products and scale our customer service offerings. Sitting with our Product Support team, your primary responsibilities are to own specific products from a technical perspective, ensure quick escalation and resolution of issues, effectively report feedback and feature requests, provide internal documentation and training to the broader Support team with best practices and comprehensive detail - a true 360 degree expert in the given product(s). You will work closely with cross-functional teams such as Product, Engineering, Customer Success and Product Support to ensure we provide the highest level of service and resolution to our customers, aligned with goals of overall customer satisfaction and maximized net retention.

The ideal candidate thrives in ambiguity and drives innovation with a founder mentality. While this role is not purely customer-facing in nature, you will be involved in escalations and resolution, and will join customer meetings when appropriate. This is especially true for this VoIP role as we continue to expand our Phones product. Technical Product Support Specialists will report directly to the Technical Product Support Manager.

What You Will Do:

Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium

Serve as a point of escalation, vetting legitimacy of product-related issues in Support

Develop system for feedback loops in close collaboration with the Product team

Build an efficient and effective system of troubleshooting, documentation, escalation and prioritization of product-related issues or requests

Create and regularly update internal documentation of our products and process

Train the broader Support teams on our products, new features and best practices

Maintain open communication channels within the broader Support and Product teams

Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering

Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products

Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience

Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements.

What You Should Have:

Customer-first attitude with a strong sense of empathy

Experience in Product or Technical Support

Ability to drive innovation and efficiency in an unstructured environment

Familiarity with troubleshooting VoIP, networking, and modern web services

Analytical and data-oriented approach to problem-solving

How You Will Stand Out:

2+ years of experience in VoIP technical/networking support or related field

Experience leading processes

A proven track record of adding real value at a dynamic and fast-growth company

Familiarity with VoIP protocols such as SIP, RTP, and RTCP

Knowledge of network infrastructure and protocols including LAN, WAN, VLAN and QoS

Software development experience or ability

Strategic and creative problem solving

Bachelor's degree in STEM

Benefits:

Open and transparent culture

Life insurance, long and short-term disability coverage

Paid maternity and paternity leave

Fertility Benefits

Excellent medical, dental, and vision benefits

401k Plan

Bi-annual swag drops with cool Podium gear and apparel

A stellar HQ (Utah) gym with local professional coaches and classes offered

Onsite HQ (Utah) child care center, subsidized for employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

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