Tier II Support Engineer

Evive people are game-changers.

Evive was founded by two people who wanted to challenge the status quo...and did. Since 2007, that spirit has defined our culture. The work we do is redefining how people use their employee benefits, with SaaS-based services that help people to improve their lives and Fortune 1000 enterprises to optimize their benefits investments. We strive every day for the ideal of #benefitslove. Are you one of us?

We’re looking for a troubleshooting Tier II Support Engineer. Is it you?

As a Tier II Support Engineer you will be responsible for performing all technical support tasks and advanced troubleshooting of end user issues. In this role you will support all of Evive’s products. As a Tier II Support Engineer you will provide support to the Tier 1 Customer Support Team by troubleshooting technical issues that come directly from the client and end users. You will collaborate closely with our global team of skilled Engineers and Developers to rapidly resolve software issues and quickly address customer requests.

Here’s what a Tier II Support Engineer does at Evive (for people who like bullet lists):

• Owns and manages all advanced issues escalated from the Tier I Customer Support Team.
• Maintains frequent communication with the Tier I Customer Support Team while investigating and resolving issues.
• Researches, replicates, diagnoses, troubleshoots, and identifies solutions to resolve technical company product and system issues, including SSO/API set up and data integrations.
• Follows standard procedures for proper escalation of unresolved issues to the appropriate internal; and external teams.
• Contributes to the product solution's technical knowledge base that is used by customers, partners, and internal employees on a regular basis.
• Provides detailed documentation of all technical issues within the call tracking database.
• Provides feedback to product development and product management teams.
• May assist in the planning and coordination of application debugging, testing, modification, configuration analysis, network analysis, and general troubleshooting of databases and applications.
• Collaborates with quality assurance and development teams on understanding of issues and steps needed to resolve them.
• Other duties as assigned by management or required by the company. 

You bring a lot to the table.

• B.A. in Computer Science or a related field of study, or equivalent combination of education and experience.
• 2+ years of experience in a customer facing technical role
• Experience working for a consumer-facing health product preferred.
• Experience with ticketing systems such as Freshdesk (similar to Zendesk) and Jira.
• Excellent communication and collaboration skills; ability to work effectively with team members.
• Ability to handle a fast-paced environment
• Highly developed problem solving and analytical skills.
• Ability to manage a diverse workload and assign priorities to tasks.
• Ability to manage multiple tasks simultaneously under time constraints.

Evive takes care of its teammates. Here are our current benefits:

• Laid-back office, casual attire—jeans and a t-shirt are always okay!
• Weekly catered lunch + daily stocked kitchen with drinks, fresh fruit, and a variety of other snacks
• Competitive salaries with annual bonus pay
• Paid Time Off—both for vacation and volunteering
• Paid Sick Time
• Employer-paid medical insurance + subsidized vision, dental, and short-term disability insurance
• Voluntary life and AD&D insurance
• 401(k) with up to 2% company match
• Student loan assistance program
• Employee assistance program
• Currently 100% WFH (eventually moving to the hybrid model)
• Pre-tax commuter benefit + convenient location (right off the CTA blue line and Union Station)
• Treadmill desks: walk and work!

If you’re prepared to go big, go bold, and go beyond, you’re ready to go Evive. Apply now!