Technical Support Engineer II

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and address Tier 2 customer escalations

• Analyze and resolve intricate software, configuration, and integration challenges

• Take ownership of customer issues from escalation to resolution

• Collaborate with Engineering and Development teams to address technical challenges and product issues

• Develop and maintain case documentation and bug reports

• Prioritize and manage a high-volume case workload

• Achieve and surpass set performance benchmarks and expectations

• Keep updated on important support topics, product knowledge, and necessary technical and interpersonal skills

• Deliver expert, professional, courteous, and timely customer support

• Execute all other assigned duties

⛳️ Requirements

• 2 to 4 years of relevant and related work experience

• Associate's degree or equivalent, or equivalent years of relevant work experience

• Occasional travel, up to 0-5%, for significant events such as team summits, training, customer meetings, company events, etc.

• 2+ years of experience in technical support, software support, application support, or handling customer escalations

• Proficiency in troubleshooting complex software challenges and driving cases to resolution

• Ability to manage multiple priorities in a fast-paced environment

• Experience with Salesforce is required (Bomgar preferred)

• Familiarity with Jira, APIs, SQL, and relational databases

• Knowledge of cloud-based technologies

• Experience collaborating with Engineering or Development teams to resolve technical issues

• Preferred experience in K-12 education technology, SIS platforms, or within a school district environment

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)

• Flexible Spending Accounts and Health Savings Accounts

• Short-Term Disability and Long-Term Disability

• Comprehensive 401(k) plan

• Generous Parental Leave

• Unrestricted paid time off (known as Discretionary Time Off - DTO)

• Wellness Program, including ClassPass & Employee Assistance Program

• Tuition Reimbursement

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage