Technical Support Engineer

Rentable - Madison, WI

Full-time - Mid Level

Remote - Madison, WI

51-100 employees

Real Estate

About the position

The Technical Support Engineer at Rentable is responsible for providing technical assistance to clients, addressing complex issues, and serving as a liaison between engineering and support teams. This role involves diagnosing and resolving technical problems, documenting incidents, and ensuring client success through effective communication and collaboration with various internal teams. The position also includes leadership responsibilities, training team members, and contributing to the development of support tools and resources.

Responsibilities

• Analyze, troubleshoot, and resolve complex technical issues related to software, hardware, networking, and system configurations.
• Accurately document all support interactions, incidents, and resolutions within the ticketing system for tracking and reporting.
• Consistently meet OKRs and KPIs as communicated by your manager.
• Collaborate with engineering, product, customer success, sales, and other teams to resolve escalated issues and contribute to product improvement.
• Provide end-users with guidance, training, and support materials to enhance their understanding of the products.
• Identify issues requiring advanced troubleshooting or escalation, ensuring timely hand-off to senior engineers or relevant departments.
• Create or contribute to support tools, automated scripts, and diagnostic resources to enhance support capabilities.
• Regularly update and expand the internal knowledge base with solutions, best practices, and troubleshooting steps.
• Stay updated on new product features, updates, and industry trends to provide the best possible support.
• Communicate recurring issues and user feedback to product and development teams for consideration in future releases.
• Ensure that all support interactions meet or exceed established SLAs for response and resolution times.

Requirements

• 5+ years of experience in a Technical Support Engineer role.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Google Suite or related software.
• Detail-oriented and dependable, with a positive and curious attitude.
• Experience with Salesforce (or other comparable CRMs), support, ticketing software systems, and best practices.
• Bachelor's degree or higher is a plus.

Nice-to-haves

• PropTech or SaaS industry experience is a plus.

Benefits

• 100% remote workplace
• Competitive Compensation
• Flexible Vacation
• Medical, Dental, and Vision Insurance
• 100% paid Short-Term Disability, Long-Term Disability, and Life Insurance program
• 401k Program