Senior Support Solutions Engineer

2 weeks ago

Los Angeles, California, United States Clari Full time
About Clari

Clari's Revenue platform enhances forecasting precision and visibility, empowering organizations from sales representatives to executive teams to monitor revenue performance effectively. Our platform assists in identifying revenue leaks, enabling businesses to determine whether they will meet, exceed, or fall short of their sales objectives. Esteemed companies globally, such as Okta, Adobe, Workday, and Zoom, leverage Clari to enhance revenue accuracy and efficiency.

We take pride in our customers' testimonials, which motivate us to support their continued success. Are you prepared to embark on a journey towards exceptional revenue performance with us?

Team Overview

The Customer Solutions team collaborates closely with clients throughout their entire journey, from initial engagement to implementation, renewal, and expansion. Our team consists of experts in product, process, and strategy, including sales engineering, professional services, customer success, digital success, and customer support.

Role Overview

We are seeking a Senior Support Solutions Engineer to join our Technical Support Team. This role is vital to our customers' success, as we are on the front lines assisting clients daily. Our team excels in enabling customers to comprehend and utilize our software effectively, gathering feedback to enhance the platform, and empowering sales teams to achieve optimal performance.

As a member of the Technical Support team, you will blend your business acumen and technical expertise in a customer-centric manner while assisting Clari + Groove clients. You will also be accountable for upholding our initial response time SLA (Service Level Agreement) and utilizing internal resources to resolve client issues.

Join a team of problem solvers who are passionate about working in a fast-paced, dynamic, and client-focused environment. You will apply best practices to deliver outstanding support and guidance to our customers.

Key Responsibilities
  • Serve as an engineering escalation point for complex technical issues, taking full ownership from initial troubleshooting to resolution.
  • Act as a subject matter expert for both internal and external stakeholders, identifying expected and unexpected product behaviors.
  • Navigate intricate technical challenges and provide guidance to clients in both technical and layman's terms.
  • Develop scripts and queries to address complex customer issues.
  • Document bugs and feature requests with Product and Engineering teams for product issues affecting clients.
  • Meet or surpass customer expectations regarding response quality, timeliness, and overall experience.
  • Collaborate with Product and Engineering to identify common or emerging issues before escalation.
  • Participate in weekend on-call rotations.
  • The working hours for this position are 9 AM - 6 PM PST.
Qualifications
  • 4+ years of relevant experience in Technical Support or a similar role.
  • Proficient in working with APIs, platforms, SQL, JavaScript, and Python.
  • Exceptional written and verbal communication skills, with the ability to empathize with clients of varying technical expertise.
  • Commitment to delivering an outstanding customer experience.
  • A natural problem solver with strong analytical and troubleshooting skills.
  • Enthusiastic about working in a fast-paced, dynamic, client-centric environment.
  • Detail-oriented, organized, and results-driven.
  • Familiarity with Salesforce Service Cloud, Jira, and Slack is advantageous.
  • Knowledge of Atlassian (Confluence) is a plus.
  • Understanding of JSON is a plus.
Benefits and Perks at Clari
  • Remote-first work culture with opportunities for in-person collaboration.
  • Comprehensive medical, dental, vision, short & long-term disability, life insurance, and EAP.
  • Mental health support through Modern Health.
  • Pre-IPO stock options.
  • Funds for well-being and professional development.
  • Retirement 401(k) plan.
  • Fully paid parental leave, along with fertility and family planning support.
  • Flexible paid time off, monthly 'take a break' days, and Focus Fridays.
  • Focus on culture: charitable giving match, along with in-person and virtual events.

Clari is committed to providing competitive compensation that is motivational, fair, and equitable. Our compensation program aims to be transparent, attract potential employees, meet the needs of current employees, and encourage growth within the company.

Actual compensation packages depend on various factors unique to each candidate, including specific work location, skill set, experience, education, and certifications.

We believe in hiring individuals, not just skills. If you are passionate about learning and excited about our mission, we want to hear from you.

At Clari, we focus on culture add, not culture fit. Our value of being One with Customers drives us to serve them better by incorporating diverse perspectives. We welcome you to bring your unique self to the role.

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