Technical Support Engineer I

The Customer Support team supports some of the largest brands in the world by successfully resolving customer tickets and other issues via email, chat, and callback support.  

 
We are looking for a Support Engineer to join our Customer Support team to directly support users of our software at the world's largest brands and agencies. The Support Engineer will work with customers and internal resources to field, research, diagnose, and resolve inbound ticketing software inquiries. The successful candidate will be a self-starter who can work with a variety of people in a variety of situations. The individual will also be well-rounded with varied interests, experience, and extracurricular involvement.   

What you will do: 

• Assist customers with primary issues and follow-up questions   
• Adeptly handle initial bug triage to diagnose customer issues and severity  
• Deliver a great experience for customers during all interactions  
• Provide answers to customer questions by utilizing the Success Center and other tools and resources  
• Attend product and feature training sessions to stay current on software update 
• Demonstrate ability to increase knowledge of the product to become an expert of the system 
• Assist with ongoing Support Team initiatives and projects as needed   

Who you are: 

• Positive, motivated and “doer” attitude 
• Bachelor’s degree with a strong academic record and track record of success in achieving goals 
• Experience with Zendesk, Salesforce, and other customer service and support systems is a plus, but not required 
• Proficiency with Google Apps, Apple iWork, Microsoft Office, and other business applications desirable 
• You have a strong interest in technology and software and demonstrated motivation to solve tough technical problems. 
• Great aptitude and desire for providing exceptional customer service though conflict resolution.  
• Ability to empathize with customer concerns and comprehend thri key business objectives and challenges.  
• Comfortable in dynamic environments with changing priorities 
• Ability to work in a smart way, with speed at scale  
• Organizational, time management, multitasking ability with attention to detail  
• Analytical thinking with the ability to recognize trends in customer submissions  
• Excellent written and oral communication: communicate precisely and in an easily digestible way  
• Exceptional listener: can understand and interpret complex questions  
• Quick learner: ability to master an ever-evolving software platform 
• Ability to thrive in high-growth and fast-paced work environment 

Our values: 

Here at Seismic, we ignite growth for our company, industry, and people. We are enablement innovators seeking the best, brightest teammates who are mission-driven and empowered by our values. 

• We are inclusive. 
• We are vulnerable. 
• We seek to understand. 
• We strive for excellence. 
• We champion the customer. 
• We celebrate success. 

What we have for you: 

• Take time to rest and recharge w/ paid time off, paid company holidays, and end of year company shutdown 
• Medical, dental, vision and 2x life insurance 
• Health Savings Accounts with $1,000 Single/$2,000 Family employer contribution and employer-paid disability plans  
• Fertility & family planning benefits 
• Paid parental leave and family caregiver leaves 
• Annual professional development reimbursement 
• Mental health support + Employee Assistance programs w/ free counseling sessions 
• 401k w/ employer match  
• Equity program and performance-based bonuses  
• Bring Your Own Device technology stipend 
• Seismic Cares Program w/ charitable donation matching 
• Nine Communities of Belonging (employee resource/affinity groups) 
• Access to free paid telemedicine
• Pre-tax commuter benefits 

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