Technical Support Engineer

About the position

WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using analytics, engagement, guidance, and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.

Responsibilities

• Communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
• Be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during 'in-the-moment' support interactions
• Gain an in-depth knowledge of the WalkMe product and its available features
• Engage customers to understand what they are trying to achieve so we can ensure they have the right 'how' to achieve it
• Learn and retain product knowledge to understand and apply WalkMe's best practices for usage of the product
• Think of creative ways that WalkMe can achieve a better overall experience, and share those with our management team

Requirements

• 1+ year experience in software support or customer service
• Beginner to intermediate knowledge of HTML, jQuery, CSS
• Problem-solving mentality with a customer-first mindset
• Experience communicating in variety of formats (written, live chat, conference calls, in-person)
• Comfortable using application logs, browser dev tools, and other tools to investigate issues
• An ability to quickly understand and articulate new technologies
• Ability to work independently, with little direct supervision and as part of a team
• Excellent analytical and organizational abilities
• Ability to remain calm, composed and articulate when dealing with tough customer situations
• Must be able to work weekend, evening hours, and holiday shifts as required

Benefits

• Comprehensive Health Care Coverage for our Employees and Families
• 401(k) program with company matching (up to $5,000)
• Flexible Work Arrangements: remote/hybrid and flexible hours
• Professional Development opportunities through our career compass offering
• Supportive Culture that focuses on the whole person and celebrates uniqueness
• Vacation policy to encourage a healthy work-life balance