Application Support Engineer

Do you want to empower organizations to fairly and equitably hire, promote, retain and compensate their employees? Syndio is a Series-C technology company committed to fairness in the workplace. Fueled by investments of $83M from Bessemer Ventures, Voyager Capital and social change organization Emerson Collective, Syndio is investing in growing our team and products.

This is a critical moment when organizations are looking for ways to take tangible action to fight gender and racial bias, and we believe creating diverse and inclusive workplaces for all starts with workplace fairness.

• Become an expert using the product and understanding its limitations, then support the Customer Success and Sales teams using Syndio’s applications
• Work with Quality Assurance (QA) on documenting issues and sharing fixes/workarounds
• Responsible to be the first point of contact for issues with the application:
• Guide Customer Success and Sales through troubleshooting in production and demo environments
• Perform initial investigation by reviewing error alerts and application logs
• Perform initial triage to determine when bugs are part of a known pattern with an acceptable workaround or require escalation to Product or Engineering
• Communicate status out to interested parties in a timely fashion
• Maintain clear and up to date records of employees and customer interactions via ticketing systems
• Author bug reports
• Find minimal steps and data to reproduce issues
• Assess impact and scope of the bug and document
• Assist Quality Assurance team in verifying fixes
• Contribute to maintenance and ongoing development of support documentation

• You have stellar communication skills that help you connect with a range of people, from technical and non-technical backgrounds.
• You take pride in great attention to detail and can identify, isolate, and document issues.
• You bring empathy, calm, and confidence to help customers overcome challenges.
• You recognize and anticipate problems and have a keen ability to manage risk.
• You are relentlessly curious, willing to explore all aspects of the product to identify gaps and opportunities to meet customer needs.
• You have excellent problem-solving skills and the ability to troubleshoot complex issues quickly and effectively.
• You are able to find opportunities for improvement and tackle them without external direction.
• You are passionate about our mission to close pay gaps and create fairness in the workplace. 
• You know how to read through logs and code to debug, and navigate GitHub commits 
• You are located in or willing to work Pacific Standard Time core hours. 

Extra Credit

• You have previously mentored or coached other technical support and/or application support specialists and engineers 
• Experience guiding customers through SSO integrations
• Prior experience working with Zendesk, JIRA, and Github 
• Programming experience is not required, but exposure is helpful.

Role Progression

• Within 1 month, you’ll have completed a comprehensive and supportive onboarding. process to help you understand the product, the business, and the customer journey. You’ll shadow a variety of team members so you can become an expert.
• Within 3 months, you’ll be the point of contact for all application support requests.
• Within 6 months, you’ll leverage your expertise to support the training of new customer success people on support processes for our customers, be driving initiatives to improve the support process for all involved.

At Syndio, we're building a diverse team that values candor, curiosity, and community. If you share these values and are interested in joining us, we'd love to talk with you even if you don't 100% meet the "about you" listed here. We don't expect anyone to have all the answers, as long as you're willing to learn and grow with us.

Employees joining the Syndio team at this early stage of growth will impact this critical social issue and support a growing customer base (including Nordstrom, General Mills, Match Group, and others) to take tangible action on workplace fairness. 

Syndio is an Equal Opportunity Employer. We are building an inclusive and collaborative workplace as we grow, and we welcome team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability and age.