Technical Support Engineer
Engineering | Denver, CO | Full Time
Integration. It’s that pesky part of building a product that no organization actually wants to do. (And who can blame them? It’s not easy). To us, integration is bigger than just a connection. Integration is about moving data, powering transactions, connecting mobile apps, and thousands of other functions. We want our customers to THINK bigger than the brittle connections that hold their products back. REFOCUS their team on the things they care about. And BUILD features that their customers will love. With Cloud Elements, companies can INTEGRATE to the ecosystem of applications that their customers and partners rely on every day.
At Cloud Elements our customers experience and making them successful is one of our most important tasks. Given that our customers pay us over time customer satisfaction, retention and growth are keys to our longevity. In this role you will be a major contributor on the Customer Success Team understanding the technical details of the product, the user features, and the use cases of our customers. You will be ensuring that the products we release are of high quality, customers find value in our products, and get technical help when they need it.
We are looking for somebody who is a passionate problem solver that genuinely cares about the customer experience. Our team and customer base spans multiple states and countries so communication and engagement within a team setting is key.
What you will be doing:
Work within our Support Portal (Zendesk) and maintain key metrics including: initial response time and ticket creation to resolution time.
Work to troubleshoot problems in real-time, interacting with customers (through phone calls and screen shares) as well as internal resources to deliver maximum customer satisfaction.
You will have a strong knowledge of APIs and Web Services including REST, SOAP and XML.
Identify, verify, and reproduce difficult to solve customer problems that may come from multiple sources and work through those issues to resolution with the appropriate team
Help build out our support portal by creating Knowledge Base documentation, sample code, etc.
Use your programming skills to build out tools, scripts, and sample code that can be utilized by our customers.
Review requirements and technical design documents to provide timely and meaningful feedback to our Customer Success Architects for custom work.
Identify, record, document and track bugs to resolution.
Perform thorough regression testing when bugs are resolved.
What we are looking for:
BS/MS in Computer Science or equivalent technical program
1-3 years of demonstrated success in Technical Support, or similar position with a SaaS technology vendor, IT service provider or other high tech industry.
Knowledge of SaaS, IaaS industry, API development and Cloud companies
Experience supporting SaaS applications
Adept at reading and understanding API Documentation
Outstanding customer service skills and business acumen
Passionate about troubleshooting and root cause analysis
Self-motivation and excellent problem-solving skills
Strong ability to influence and inspire others
Ability to communicate with technical and non-technical individuals and translate when needed
A drive to improve, both personally and professionally
What we can offer you:
Challenging work with leading edge technology
Career growth opportunities
Benefits - Equity, Medical, dental, 401k, flex time off
Office locations: We have offices in Denver, Dallas, and Hyderabad. You may also work occasionally from your home office!
For Colorado-based employment: The minimum salary for this position is $65,000/year DOE. The compensation package includes equity in addition to a range of medical, dental, and vision benefits.
Cloud Elements, Inc. is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
We do not accept unsolicited agency resumes. We will not pay fees to any third-party agency, outside recruiter or firm without a mutually agreed-upon contract and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes will be considered our property and will be processed accordingly.