Associate Technical Support Engineer, Client

Hybrid | 2-3xs in office

WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal. 

By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 100,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud. 

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 ready and willing to jump on issues and take ownership with widespread customer impact, confidently providing representation with multiple internal 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 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 preventing the next.

• You have the aptitude to specialize in an assigned Product area and is an SME for at least one Product

• 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

• Experience working with Splunk, MS Office 365, Microsoft Teams, NetSuite, Salesforce, Jira and other relevant technology tools

• Experience with Mobile Device Management, Enterprise Mobile Management, and Mobile OS systems: iOS and Android

• 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.