Technical Support Engineer
2 weeks ago
Box is the world's leading Content Cloud, trusted by over 115,000 organizations worldwide, including nearly 70% of the Fortune 500. Our mission is to bring intelligence to the world of content management and empower our customers to transform workflows across their organizations.
Job SummaryWe're seeking a highly skilled Technical Support Engineer to join our customer-facing team. As a Technical Support Engineer, you will be responsible for providing technical leadership, know-how, and mentorship within your designated Swarm. You will work closely with customers to troubleshoot and resolve issues, leveraging your expertise to drive bug identification and creative solutions.
Key Responsibilities- Provide technical support to customers via phone, email, and web-based screen-sharing
- Collaborate with internal teams, including Customer Success Managers, Engineers, and Product Managers, to optimize our service
- Develop and maintain expertise in an assigned Product area, becoming a Subject Matter Expert (SME) for at least one Product
- Participate in on-call rotations and provide 24/7 support as needed
- Contribute to the development of knowledge base articles, training materials, and other resources to support customer success
- 4-year degree in Computer Science or Engineering, or equivalent experience
- 2-3 years of experience in a Product Support role with a SaaS company
- Experience working with Splunk and other relevant technology tools
- Excellent written and verbal communication skills
- Ability to work in a high-paced, high-volume environment with shifting priorities
Box offers a competitive salary, equity, and benefits package, including healthcare benefits and additional perks. We're committed to fair and equitable compensation practices and strive to create a diverse and inclusive work environment.
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