Technical Support Engineer

As our newest Technical Support Engineer at GRIN, you're not just fixing issues – you're ensuring our customers are empowered for a successful journey through our platform. Teamwork is at the heart of our culture, and we believe in combining our strengths to deliver the best experience for our customers and peers. You will familiarize yourself with every nook and cranny of GRIN, and be the knight in shining armor (or the wizard with a keyboard) for all usability and technical challenges our users face. 

What will be in your daily quest log?

• Connect 1:1 with our users. They're awesome, and so are you. Help them out via chat, email, and the occasional video call.
• Tend to your queue and ensure customer issues are resolved accurately and quickly, escalate the big dragons, and keep an eye out for patterns or emerging conundrums.
• Be the go-to guru for everything GRIN. Understand not only our platform but also the unique ways our customers interact with it so they can thrive.
• Dive into the data. Keep things tidy and classified to ensure we're providing actionable insights to our Product and Engineering teams.
• Harness that inventive spirit! Brainstorm and implement smart solutions to meet the dynamic needs of our team and customers.
• Join forces with your team. We believe in the collective strength of our guild! By collaborating, sharing insights, and supporting one another, we strive to achieve an enriching and fulfilling team culture.
• Be ready for side quests to expand your skillset and unlock achievements for the business.  

What should be in your skill tree?

• Experience: 
• You have at least 2 years battling in a remote technical support role, with a proven track record of being able to prioritize and embark on many quests at once.
• You possess a passion for problem-solving. You see a puzzle, you solve it, and teach others how.
• Your written and verbal communication skills are that of a royal bard. 
• Knowledge:
• You are familiar with the SaaS wilderness.
• You have a strong understanding of the vast world of eCommerce, social networks, and creator marketing.
• You are well-acquainted with the lands of Instagram, Facebook, TikTok, YouTube, and similar.
• Adaptable and Curious:
• The digital realm changes often, and you're the adaptable adventurer ready to tackle new challenges.
• You are naturally curious! You enjoy a mystery and are driven to explore, understand, and innovate.
• Reliable and Collaborative:
• You have top-notch time management. Because heroes are always punctual.
• You embody personal responsibility and value transparent communication.
• You don't just enjoy working with others, you thrive on it. Always a step ahead, you actively seek out collaboration
• Bonus points if you've used Intercom.

When you're on duty: 

• Be ready to embark on your daily quests in a shift between 6am - 5pm Pacific Time, Monday - Friday. 
• Shift flexibility may be required depending on business needs. 
• And sometimes, the realm needs you on holidays.