T2 Technical Support Engineer

1 week ago

St Louis Park, United States Total Expert Full time

This role will involve skill sets in managing customer tickets and client escalations. We need people who are self-motivated, have a strong desire to learn, a can-do attitude, tenacity to solve problems, are a team player, and are results focused. We have an unwavering enthusiasm to make our customers successful. What you’ll be doing:

Answering ‘how to’ technical and application configuration questions. Assisting in trouble shooting 2nd level technical issues. Triaging defects in the Total Expert platform as well as 3rd party integrations. Generating custom reports for various business units. Performing database updates at the request of clients and internal teams. Work with other business units, including Implementation, Product, Engineering, and Customer Success, as required to ensure strong customer satisfaction.

Business event monitoring of customer production environments. Manage customer expectations and experience in a way that results in high customers satisfaction.

Creating of knowledge articles in Total Expert’s knowledge base for the use by the Tier 2 Support team.

Participate in on call rotation.

What we are looking for:

Able to maintain close feedback loop with client regarding their tickets and requests. Must be a fast learner, self-motivated, and able to work in a fast-paced environment. Strong personal commitment to quality service. Technical background in Linux, Unix and other OS’s. Experience with SQL and Bash is required. Experience with PHP, Python, HTML, JSON and JavaScript desired. Excellent project management, written, and verbal communication skills. Ability to listen to customer feedback, requests, issues and translate appropriately to others in the company.

Ability to clearly articulate solutions to complex technical problems. 2-3 years of experience working directly with external customers in a technical support environment for an enterprise software or SAAS company.

Bachelor of Science degree in Computer Science, Information Technology or related field.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Company Mission & Vision:

Total Expert’s mission is to empower modern financial institutions to create trusted lifelong customer relationships. Our vision is to orchestrate the perfect customer journey across modern financial services by creating the leading purpose-built platform.

Total Wellness:

We believe that living a balanced life leads to more creativity and productivity. Total Expert offers the following benefits to support employees in their pursuit of Total Wellness.

Physical Wellness:

Medical, Dental & Vision Coverage Prescription Drug Coverage Health Advocate Program Flexible Time Off Program Financial Wellness:

401(k) Retirement Savings Plan & Matching Program Health Savings Account, Flexible Spending Accounts & Disability Protection Life & Voluntary Life Coverage Paid Parental Leave Pet Insurance Employee Referral Bonus Our Commitment:

Total Expert is proud to be an equal opportunity employer. We believe that strength comes from diversity and we strive for a culture where every person’s voice, unique lived experience, and talents are embraced and celebrated. We are committed to attracting and hiring for diversity of all kinds, creating better opportunities for inclusion and belonging throughout our employee lifecycle, and establishing and/or refining our internal practices and procedures to ensure equity.

About Us:

Total Expert is a pre-IPO, series C, $50M (annual recurring revenue) fintech company. We are growing fast (between 30-40% annually), and as a CRM and marketing automation platform purpose-built for lenders and banks, we enjoy a tremendous product market fit for the world-class financial institutions we serve.

The Total Expert platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. We are determined to reimagine the way people and technology work together so that our customers build more meaningful, human connections with their customers.

Innovation Path:

With 1/3 of our annual budget committed to R&D, Total Expert is executing on a platform modernization journey, which has allowed us to focus on: team autonomy, continuous integration and deployment, and building the architectural foundation for the future. The results so far? 1) We moved from monthly deployment to multiple times per day, 2) our teams are empowered to make decisions and lead the architecture of their domain, and 3) we’ve built an event-sourced backbone as the foundation to build enterprise services with velocity. Industry Leader:

Amidst business and integration growth, Total Expert continues to receive several awards and industry recognition. G2, the world’s leading business solutions review website, has identified Total Expert as a leader across four categories in the Summer 2022 reports. These rankings were achieved based on market presence and customer satisfaction of real users, which were then compared to similar products in each report category.

Along with this achievement, Total Expert recently has been recognized with the following awards and honors:

Named to the 2022 Inc. 5000 Series: Midwest list for the third consecutive year Named a finalist in the "Best Consumer Digital Banking Solution Provider" category of the Banking Tech Awards USA Listed as an honoree for one of the most innovative technology companies in the housing economy on HousingWire’s 2022 Tech100 list for the fifth consecutive year Listed as number seven on the list of the 2022 Best Tech Startups in Minnesota Minneapolis St. Paul Business Journal’s Top Software Development Firms (#15) MarTech Breakthrough Award – CRM Innovation Inc. 5000 Regionals – Midwest (#56) Finalist for the NAFCU Innovation Awards Minneapolis St. Paul Business Journal Fast 50 Deloitte Fast 500 (Rank #494) Star Tribune 2023 Top Workplace Award Come Join Us:

We’re changing how financial institutions engage with consumers, and it starts with the people behind our platform. We’re seeking passionate individuals to grow with us as we continue to empower leading financial brands to form deeper customer relationships. #J-18808-Ljbffr

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