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Support Engineer

2 months ago

Atlanta, United States AMP Full time

This role is an IN OFFICE position in Atlanta.  We are generally in the office 3 days per week, and this will also require some weekend flexibility.

You must be able to work in the United States and we cannot provide work visa sponsorship at this time


Company Overview:

AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country.  Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks.  These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before.  As a Support Engineer, you will aid in ensuring our customers' success, satisfaction, and long-term partnership with our company.

Role Overview:

We are seeking a highly motivated, logically minded, and customer-centric individual to join our Support Engineering team as a Support Engineer. As a Support Engineer, you will be responsible for achieving the highest possible level of support for our customers by responding to support requests, analyzing error logs to resolve issues and determine trends, and producing customer-facing documentation. You will work closely with our customers, providing personalized support, onboarding assistance, and proactive solutions to help them derive maximum value from our products.

Join our dynamic team and be part of a company that values customer satisfaction and lightning-fast innovation. Apply now to contribute to the success and growth of AMP as a Support Engineer

Responsibilities:

Proactive Support: 

  • Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Foster trust, loyalty, and advocacy among customers. Utilize the app and its supporting databases and systems to provide unparalleled customer support for the app, the management platform, and our kiosks.

Error Resolution:

  • Leverage multiple systems to identify known and novel error types to resolve issues impacting the user experience.  Identify recurring patterns, anomalies, and potential issues.  Analyze error codes, messages, and timestamps to pinpoint root causes.

Proactive Reporting:

  • Maintain detailed records of error logs, investigations, and resolutions.  Create internal documentation for common error scenarios and their solutions.  Share insights with relevant team members to improve system reliability.

Product Expertise:

  • Develop a deep understanding of our app and its features. Stay up to date with the latest product developments and enhancements. Demonstrate and communicate product functionality, benefits, and value propositions to customers as dictated by support requests.

Customer Training and Education:

  • Create and update customer-facing documentation, FAQs, and knowledge base articles to facilitate self-service support as new features are released.

Team-Player:

  • Maintain regular and proactive communication with local and remote team members through various channels, such as email, video conferencing, instant messaging, and project management tools, to ensure effective collaboration and alignment on project objectives and timelines.

Skills we expect you to have for your position:

  • Bachelor's degree
  • 0-2 years of general work experience
  • Excellent communication skills
  • Ability to simplify and communicate complex information
  • Passion for problem-solving
  • Exceptional logic skills and attention to detail and ability to pick up complex topics
  • Experience with analyzing data and presenting your insights for escalation
  • Self-motivated, proactive, and results-oriented
  • Comfortable working under pressure and balancing the demands of multiple stakeholders
  • Always ready to adopt new concepts, technologies, and tools as the company grows

Bonus points and street cred for the following:

  • Proficiency in Microsoft Excel
  • Experience working with Power BI or other analytics tools or languages, ex: SQL, Python
  • Familiarity with CRM and customer success software tools


But wait, there's more

  • Located at Atlanta Tech Village, the 4th largest tech space in the US
  • World-class engineering team with an incredible track record
  • Team-building events and outings
  • State-of-the-art workspace and hardware
  • Strong focus on community service and volunteering
  • Free gym, snacks, drinks, and beer/soda

Benefits you deserve:

  • Highly competitive salary with tremendous opportunity for growth
  • Potential equity interest in a rapidly growing company
  • 401K plan with company matching
  • Excellent medical, dental, and vision insurance