Technical Support Engineer

$69,200 - $86,500/Yr

Own Company (Coming Soon) - San Diego, CA

Full-time - Mid Level

San Diego, CA

5,001-10,000 employees

Broadcasting and Content Providers

About the position

The Technical Support Engineer at OwnBackup plays a crucial role in ensuring customer satisfaction by providing expert support for complex technical issues, particularly those related to Salesforce. This position involves direct interaction with customers to understand their challenges and goals, advocating for them during the resolution of high-severity cases, and driving business reliability. The role is designed for a self-starter who thrives in a fast-paced environment and is eager to expand their technical support skills through hands-on experience with various customer configurations.

Responsibilities

• Partner with customers to understand their pain points, technical landscape, and goals, translating them into solutions that maximize productivity and drive business value.
• Drive and track KPIs through cases, such as response and resolution times to meet Own's SLA.
• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.
• Handle case escalations from the Tier 1 team for complex problems requiring in-depth Salesforce experience with empathy.
• Engage with customers for onboarding and training of new accounts.
• Share knowledge with the team through periodic internal training sessions.

Requirements

• 3+ years of experience with Salesforce as an Administrator.
• 3+ years of experience in Technical Services or Support roles.
• Exceptional organizational and time management skills.
• Excellent written and verbal communication skills.
• Experience in dealing with large, complex, distributed systems scale business.
• Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems.

Benefits

• Unlimited PTO
• Generous medical benefits
• 401(k) savings plan with a 4% employer match
• Discretionary bonuses/incentives
• Stock options
• Catered lunches in the office five days a week