Associate Technical Support Engineer

WHAT IS BOX? 

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU 

We're a customer-facing team who has developed a reputation for seeing through the forest of trees to isolate the root cause of an issue impacting a customer's experience in Box. We can speak the lingo of Engineers to effectively drive bug identification with the skilled ability to creatively translate technical jargon to non-technical stakeholders.

In addition, our global support organization operates in a "Swarm"-based model. This process aligns multiple tiers of agents to specialize in a single Product-area, providing our customers with the right resources, quickly. TSE's provide technical leadership, know-how, and mentorship within their designated Swarm. Ultimately, you are recognized as a key escalation resource within the Swarm. You will also contribute to the Swarm’s structure as a 'Facilitator' under the three distinct responsibility categories - QB/Coordinator, Process, and Knowledge.

As our customer base grows and rapid changes are made to our existing and future product offerings, we need TSE's to support our continued effort to deliver customer delight.

WHAT YOU'LL DO 

In this role, you will become an expert on an area of the Box product suite and grow knowledge overtime. You will work on customer-facing activities like troubleshooting and supporting them to optimize their use of Box. You will learn how our largest customers use Box on a day-to-day basis and you will become the voice of the customer to our Product Teams. You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, Implementation Consultants, and Product Managers to optimize our service. You will develop technically and professionally with these internal connections and benefit from supplemental training on topics and opportunities such as tooling, web development, project management, and personal development, while handling escalations and incident management. The Product Support Specialist in Webapp supports Box Canvas, Box Sign, Box AI, and many other products located right in the Web UI.

WHO YOU ARE 

• You're a team player that collaborates well with other support tiers and colleagues of varying experience.
• You're a proven mentor for other team members on areas that include obtaining and analyzing additional information from customers to support first-level resolution.
• You are ready and willing to jump on issues and take ownership with widespread customer impact, confidently providing representation with multiple internal stakeholders.
• You can create valuable relationships with the customers via clear, concise and professional communications.
• You can distinguish between technical/non-technical users and are able to diversify your approach depending on the audience.
• You have the ability to adapt to a high-paced, high-volume environment with shifting priorities while multitasking and performing effectively under pressure.
• You can employ both empathy and ownership in customer interactions.
• You are able to devise creative solutions/workarounds when the product may not align with customer expectations.
• You possess a strong desire to learn and grow with the ability to apply those learnings on customer cases.
• Your north star is a focus on always aiming to solve the problem at hand and preventing the next.
• You have the aptitude to specialize in an assigned Product area and is an SME for at least one Product.
• You have a desire to partner and create relationships with Product and Engineering Teams to gain expert-level knowledge.
• You have the ability to be on an on-call rotation.
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Fine print:

• 4-year degree in CS or Engineering or an equivalent history of related experience required
• 2-3 years experience in a Product Support role with a SaaS company
• Experience working with Splunk and other relevant technology tools
• Significant level of comfort interacting with a high volume of customers over a variety of channels (phone, email, web-based screen-sharing)
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Understanding of Debug/HAR files, how to capture and read them
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams, Product Engineering, and additional stakeholders, when required
• Experience troubleshooting logins and SSO, networking and uploads, and analysis of browser and network captures (reading HAR files) a plus
• Excellent written and verbal communication skills

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.