Support Engineer

Are you a passionate innovator looking to harness the power of technology to do more good? You've come to the right place. At Bonterra, our purpose is to power those who power social impact. To that end, we serve the people who make social good possible-the doers behind the scenes across nonprofits, public agencies, corporations, philanthropic organizations, and foundations.
As the second-largest and fastest-growing social good software company in the world, Bonterra brings together leading solutions from CyberGrants, EveryAction, Network for Good, Social Solutions, and their respective entities. By bringing our intuitive technology and expertise together, Bonterra will enable unprecedented connectivity between social good organizations and their community of supporters and constituents. This will reshape philanthropic giving, empower digital transformation, and bring the social good sector the technology it needs to accelerate lasting social change.
Position Overview
A Support Engineer will be the primary day-to-day contact with clients. Members of this group will take a team-based approach to keeping customers connected to Bonterra and for enhancing their overall client experience. The Support Engineer is responsible for overall customer well-being by monitoring the health of the relationship between our customers and Bonterra. Additionally, the Support Engineer will be supporting clients to troubleshoot technical issues, identify program gaps, and to assist with configuration changes.
Key Responsibilities

• Become an expert in each client's use of Bonterra's software, and manage any potential customizations and add-ons.
• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Promoting opportunities for two-way communication including keeping customers informed of process or procedural changes.
• Respond to client calls and emails to resolve complex and unique issues in a timely manner (meeting established levels of service including initial response time, time to close, etc.)
• Leverage the capabilities of the software to provide workable solutions to clients

Requirements

• 3-5 years of experience in a technical support/client management role in a SaaS or high-tech environment
• Possess a good working knowledge of relational databases (SQL preferred)
• Utilized Jira/Confluence, ZenDesk, or alternative ticketing tool
• Outstanding communication and analytical skills
• Problem solving skills with technical agility and creativity
• Interest in technology and a desire to solve problems independently
• Detail-oriented and well organized

Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
US base salary range: $56,300-$101,400
Our Culture:
Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy
• Equity for ALL regular, full-time employees from individual contributors to management - share in our success!
• Up to 15 paid company holidays including some commemorating social justice events and self-care
• Paid volunteer time
• Resources for savings and investments
• Paid parental leave
• Paid sick leave
• Health, vision, dental, and life insurance with additional access to health and wellness programs.
• Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.