Associate Technical Support Engineer

WHY BOX NEEDS YOU 
We're a customer-facing team who has developed a reputation for seeing through the forest of trees to isolate the root cause of an issue impacting a customer's experience in Box. We can speak the language of Engineers to effectively drive bug identification with the skilled ability to creatively translate technical jargon to non-technical stakeholders.
As part of our global support organization you will also assist in providing our customers with the right resources, quickly. TSE's provide technical leadership, know-how, and mentorship and are recognized as a key escalation resource within the support organization. As our customer base grows and rapid changes are made to our existing and future product offerings, we need TSE's to support our continued effort to deliver customer delight.

WHAT YOU'LL DO 
In this role, you will become a technical expert of the Box product suite and grow knowledge quickly. You will work on impactful customer-facing activities like troubleshooting and supporting them to optimize their use of Box. You will learn how our largest customers use Box on a day-to-day basis and you will become the voice of the customer to our Product and Engineering Teams. You will collaborate directly with not only our users, but also with other internal teams such as Customer Success Managers, Engineers, Consultants, and Product Managers to optimize our service. You will develop technically and professionally with these internal connections and lead initiatives that empower your teammates to deliver best in class support.

WHO YOU ARE 

• You're a team player that collaborates well with other support tiers and colleagues of varying experience.

• You're a proven mentor for other team members on areas that include obtaining and analyzing additional information from customers to support first-level resolution.

• You are eager and willing to jump on issues and take ownership with widespread customer impact, confidently providing representation with multiple internal and external stakeholders.

• You can create valuable relationships with the customers via clear, concise and professional communications.

• You can distinguish between technical/non-technical users and are able to diversify your approach depending on the audience.

• You can employ both empathy and ownership in customer interactions.

• You are able to devise creative solutions/workarounds when the product may not align with customer expectations; you follow through with internal parties to be the voice of the customer after the fact and advocate for better future customer experiences.

• You possess a strong desire to learn and grow with the ability to apply those learnings on customer cases.

• Your north star is a focus on always aiming to solve the problem at hand and prevent the next.

• You have the aptitude to specialize in an assigned Product area and can be expected to be an SME for at least one Product in our catalog.

• You have a desire to partner and create relationships with Product and Engineering Teams to gain expert-level knowledge.

 
Fine print:

• Degree in Computer Science or Engineering, or an equivalent history of related experience required

• 2-3 years experience in a Product Support role with a SaaS company

• Experience working with public API's and 3rd party Platform integrations built on API based interactions; experience with or knowledge of public cloud structures a plus

• Experience working with Splunk/Wavefront/Thousandeyes and other relevant technology tools

• Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing)

• Intermediate experience coding in an object-oriented language (Java, C++, .NET, Ruby, Python, etc.) a plus

• Intermediate SQL knowledge a plus

• Intermediate network knowledge and ability to analyze packet captures a plus

• Strong written and verbal communication skills.