Senior Engineer, Customer Support

G'day!

We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back. 

Why is ServiceRocket the place for you 🧡

- A 20+ year tech services expert of many solutions and partnerships with industry giants.

- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

- We have been certified as a best place to work for our US, Chile and Malaysian offices.

- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. 

Visit our website to learn more and become a part of our Rocketeer Nation.

What you’ll be doing 💪

- Go above and beyond to delight our customers with their support tickets. You will utilize a best-in-class CRM platform to help enterprise-level customers.

- You will work on complex and high-stakes queries, delivering solutions at a high-level technical approach. 

- You will engage in chat conversations to gather information and respond to urgent inquiries in real-time. 

- Identify knowledge gaps, suggest enhancements and work with the team to troubleshoot issues and document the solutions.

- Continuously improve your knowledge of our products and best practices through ongoing learning.

- Maintain close communication with Account Managers. For issues beyond the standard resolution process, identify and work closely with the right individuals.

- Continuously assess and understand the evolving needs of customers. Regularly engage in discussions to identify pain points and anticipate future requirements.

What you’ll bring to the table 🧑‍💻

- Minimum of five years of relevant experience in customer/technical support or similar roles. Even better if your experience is in Enterprise software and environments!

- Expert in handling API and complex technical issues. 

- Strong experience with CRM platforms and using a variety of tools and software.

- Strong ability to solve complex technical inquiries and find fast solutions.

- Communicating clearly and concisely with customers through our channels. For non-English native speakers, a C1 rating or higher is required (a certificate is a strong plus). 

- Be able to work independently in remote settings, keep yourself motivated and manage time to meet goals.

Your leaders 🤟

With 30+ years in the industry, Adam is a tech legend. He leads our Global Services team with kindness, empathy, and critical thinking. Together with your Manager, Andy, they will enable you to support our customers while you reach new heights #WeGotYourBack

Perks ✨🍇🚀

-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.

-Stock options: you have the opportunity to participate in the ownership of the company.

-Health insurance: we support you and your family–your well-being matters.

-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. 

-Career pathways program: you can grow horizontally, vertically, or any way you want.

-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process 🔎

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. 

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].