Technical Support Engineer

🕒 August 21

🇺🇸 United States – Remote

💵 $55k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Firstup

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

👥 HR Tech

☁️ SaaS

Enterprise • HR Tech • SaaS

Firstup is a comprehensive employee experience platform designed to deliver highly personalized communication at scale. It offers an intelligent communication platform that connects with any environment, while ensuring data security and infrastructure integrity. Firstup's solutions aim to engage employees through various channels including email, mobile apps, and intranet, making every interaction meaningful across the employee journey. The platform integrates seamlessly with tools like Microsoft 365 and ServiceNow to enhance service management and workforce productivity.

📋 Description

• Work on customer questions, incidents, and bug/feature request management • Handle support cases of low to moderate complexity • Proactively manage and respond to support tickets • Understand, interpret, reproduce, and diagnose customer problems • Perform root cause analysis • Teach solutions to customers • Communicate clearly and precisely with customers in written and verbal form • Maintain accurate and timely records in the case tracking system • Collaborate with other departments and teams to resolve product issues, escalating as necessary • Configure customer systems to meet requirements • Meet individual case management and SLA goals • Become a product expert and subject matter expert in at least one product area • Manage individual priorities

🎯 Requirements

• IT-related degree, several years of professional experience, and passion for solving problems • Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience • Three or more years of customer service experience • Exceptional problem-solving skills • Solid written and verbal communication skills • Ability to interact effectively with all levels of professional staff • Ability to communicate effectively with customers • Excellent organizational skills and ability to prioritize, manage, multitask, and execute projects cross-functionally • Experience previously working with customers • Familiarity with SaaS solutions preferred • Demonstrated experience in database technology (SQL), web technology (HTML, JavaScript, CSS, XML), email deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), or APIs

🏖️ Benefits

• Excellent PTO program • Great health benefits • Casual and friendly environment • Remote work • Leadership team committed to employee growth personally and professionally