Technical Support Engineer

Aravo was founded to bring order to the complex, chaotic world of enterprise Third Party Risk Management. We deliver the market-leading enterprise SaaS solution for managing third-party risk and compliance, helping Global 2000 companies protect their brand, build customer trust, and drive principled performance. Our notable and growing customer base includes the biggest and most respected brands in the world including Google, Microsoft, , Deloitte, Ford, , Pfizer, State Farm, British Petroleum, Nike, P&G, Unilever, eBay, Ericsson, Intuit and many others.

Working for Aravo is working with purpose. Our team takes pride in delivering excellent products that really make a difference and we enjoy providing exceptional service to our clients. We're intelligent, collaborative and solutions driven. We know what we do helps serve a greater purpose by providing solutions that help eradicate corruption and social injustice from the world's supply chains and third-party networks. We feel really good about that.

Aravo is headquartered in San Francisco, with offices and partners across the US, Europe, and Asia.

The Role:

Aravo is growing fast and recognizes the importance of building a world-class team to fuel our continued success. With significant investment and strong new leadership to expand our business, it's a tremendous time to be joining the Aravo team. In this role, you'll have the opportunity to:

• Provide Technical Support to our clients who are building and managing world-class third-party risk management programs on Aravo
• Provide a valued voice, where ideas and creative approaches are welcomed
• Feel a sense of accomplishment as you are empowered to deliver in a dynamic, fun, and fast-paced environment
• Celebrate successes and grow with us!

This position contributes to customer support service level goals and customer satisfaction. Incumbents prepare case documentation, analyze cases, and communicate case status within an established procedural framework.

Responsibilities:

• The Technical Support Engineer will provide high-touch technical software support; they will understand processes to assure adherence to service level goals and customer satisfaction.
• Have strong technical troubleshooting skills, including analyzing logs, and understanding configured business processes and workflows.
• Monitor the support case tracking system. Perform in-depth analysis of cases and communicate results in a concise and informative manner.
• Write knowledge articles about commonly reported issues.
• Advise the Support Manager on any weaknesses in the process.
• Assist clients with Single-Sign-On (SSO) setup activities.
• Manage multiple tasks and meet deadlines efficiently, working as a team or independently.
• Communicate with Scrum teams on requirements supportability.
• Perform all other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• High School Diploma or Equivalent required, Bachelor's Degree or higher preferred
• 5+ years of related experience troubleshooting enterprise-class software in a B2B environment
• Experience with Salesforce Service Cloud and Jira or similar solutions highly preferred
• Able to communicate technical information effectively - both written and verbally
• Ability to work in a fast pace, production-critical team environment.
• Must have a strong customer service orientation and the ability to work with a diverse user community.
• Must be well-organized and detail-oriented.
• Customer empathy is a must.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Benefits

• Medical / Dental / Vision Insurance

• Life and AD&D Insurance
• Long-Term Disability Insurance
• Equity Participation
• 4 Weeks of Vacation
• Fully Stocked Kitchens
• Company Sponsored Charitable Day of Giving Events
• and many more!

Aravo Solutions Inc is registered as an employer in many, but not all, states. If an applicant is not in or able to work from a state where Aravo Solutions Inc is registered, they may not be eligible for employment. The eligible states include FL, GA, IL, MA, MO, NC, NH, NJ, OR, PA, SC, TN, TX, AND WA.