Technical Support Engineer II - Applications

• Customer experience ownership: Manage and own a customer or persona’s experience across the platform as it relates to unexpected behavior
• Work with cross functional partners to triage and prioritize defects across the experience
• Collaborate internally and cross functionally
• Attend some scrum meetings
• Support account management teams on calls as necessary
• Create and maintain internal documentation related to relevant product subject matter and wider technical processes
• Showcase technical communication skills
• Manage escalated cases and queue health
• Deeper troubleshooting of cases TSE L1 was unable to resolve
• Coach TSE L1 on resolution
• Continual communication on cases escalated from TSE 1
• Responsible for queue health
• Write accurate, clear, and detailed JIRA tickets
• Describing the issue, expected results, and steps to reproduce in staging
• Provide technical details like API values, links to errors in bugsnag, screenshots of errors in the dev console, clearly communicated impact and scope
• Create and complete DBUs to track database work
• Be a thought leader
• Introduce new ideas and solutions through their assignments and/or in group settings
• Actively seek knowledge and feedback from others to further skillset

• 2+ years of experience in technical support engineering
• Proven experience with SaaS application integrations
• Expertise in CRM platforms, such as Salesforce
• Excellent oral and written communication skills. Thoughtful and knowledgeable
• Ability to listen, educate, and empower others
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• Demonstrated ability to own and drive performance metrics
• Adaptability and empathy to deliver top-notch experiences to our clients
• A passion for driving community engagement
• Enthusiasm for innovation, change, and thinking big
• Comfort with a fast-paced office environment and tight deadlines
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes
• Critical thinking
• Attention to detail

Strong familiarity with, or interest in, the nonprofit community is a plus.

• Make an Impact: Be part of a mission-driven organization
• Innovative Environment: Work with a diverse, passionate, and talented team
• Collaborative Team: Join a fun and collaborative team
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources
• Growth Opportunities: Participate in learning, development, and recognition programs
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups
• Community Engagement: Make a difference through our volunteering program