Software Support Engineer

About the position

As a Software Support Engineer, you play a crucial role in bridging the gap between our Customer Support and Engineering teams responsible for the Document Platform (documents, presentations), Translations (file type transformation), Regulated Reporting, and Sustainability Reporting. Your primary responsibility is to provide technical support to our customer facing team members, ensuring timely resolution of customer issues and delivering exceptional customer experiences. You will collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction.

Responsibilities

• Understand and clearly articulate customer needs and requirements
• Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs
• Brainstorm and implement ways to streamline processes for fast and adaptable support structures
• Identify, verify, and reproduce difficult issues to solve customer problems from various sources
• Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery
• Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues
• Collaborate with functional testers in Quality Assurance for testing and regression analysis
• Facilitate resolution of complex issues involving multiple teams
• Interact as part of multiple development teams to find customer solutions
• Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution
• Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders
• Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement

Requirements

• 2+ years of experience (in software, QA, Support or applicable related IT fields)
• Bachelor's Degree or equivalent experience

Nice-to-haves

• Coursework or experience in supporting software development teams
• Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite
• Experience providing software support to non-technical users
• Experience troubleshooting and conducting root cause analysis of a software platform
• A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion
• Strong communication skills
• Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog

Benefits

• Salary range in the US: $78,000.00 - $124,000.00
• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package