Tier 3 Support Engineer

Bloomerang combines the best tools, resources, and people to provide a world-class experience for tens of thousands of nonprofits, allowing them to raise more money and do more good in the world. Our powerful software and stellar customer service have made us one of the highest rated fundraising/donor CRM on the market.

In addition to creating thriving nonprofits, we’re also in the business of creating thriving employees. At Bloomerang, you’ll be a part of a mission-driven culture built on the core values of Empathy, Unity, and Transparency. We know the key to our success is our people, and we’re proud to be home to some of the most innovative and skilled employees in the workforce today.

The Role

As a Tier-3 Support Engineer, you’ll be the liaison between our customer support and DevOps/Engineering staff. You will be supporting a cloud-hosted (AWS) C#/MVC SaaS CRM dedicated to supporting nonprofit organizations.

What You Will Do

• Accurately classifying and troubleshooting issues. 
• Maintaining Service Level Agreements (SLA) on tickets.
• Following Incident Response protocols and helping to guide the response plan.
• Providing training to Tier-1 and Tier-2 Support staff.
• Documenting support-related processes and procedures (SOP)  
• Escalating issues that cannot be resolved to the appropriate DevOps/Engineering staff.
• Establishing and maintaining relationships with vendors, teammates, and internal departments.
• Contributing to the constant improvement of yourself, your team, and the  software support process as a whole.

What You Need to Succeed

• Strong Logic and Troubleshooting Skills  
• Attention to Detail  
• Experience with Database Queries (SQL)  
• Excellent written and verbal communication skills.  
• Experience in browser-based software application development and support.  
• Experience with CLI (Command.exe/Powershell)  
• Ability to work effectively as an independent contributor and as a member of a team.  
• Proficient with CSV files and spreadsheets.  
• A basic understanding of networking, especially as it relates to communications between web applications and web browsers.

What Will Set You Apart

• Experience with monitoring and logging systems
• Ability to read and understand code in software
• Knowledge of Linux/Unix systems and scripting languages (PowerShell, Python, etc.)
• Knowledge of virtualization technologies, such as Docker and Kubernetes
• Understanding of Service Level Objectives (SLOs) and Service Level Indicators (SLIs) and ability to design and implement strategies to ensure the SLOs are met

Benefits

Health + Wellness
You’ll have access to generous health, vision, and dental insurance options, as well as a free subscription to Bright, a wellness platform that offers live and on-demand fitness, meditation, mindfulness, and nutrition classes.

Time Off

You’ll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer Days, 12 paid holidays, as well as paid parental leave

401k

You’ll receive a 401k match to help invest in your future.

Equipment
Everything you need to be successful, shipped right to your door.

Compensation

The salary range for this position is: $81,500 - $110,000. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws.

Location

This is a permanent, full-time, fully remote position. Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time. 

Accommodations

Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application.

Bloomerang is an Equal Opportunity Employer. Individuals seeking employment at Bloomerang are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.