Software Support Engineer

| Austin
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About Us: 

At LumApps, we put people first. We believe that every employee is unique and, therefore, each employee journey is different. Our mission is to make every employee experience personal, productive and rewarding.
 
LumApps is a leading Employee Experience Platform founded in 2015 to unify the modern workforce through better communication, engagement, and instant access to information. LumApps is a true SaaS platform, designed to scale to the needs of today’s largest enterprises and is easily accessible across any device or language.

About the role:

LumApps is seeking a Software Support Engineer to join our growing team! In this role you will study and resolve complex and challenging requests from our customers arriving in Zendesk, recommend solutions, and guide product users through features and functionalities. You will synthesize data and collaborate with other teams such as development, QA, customer success, etc. 

What you will do:

  • Respond to customer queries in a timely and accurate manner via email and tickets
  • Identify customer needs and help customers use/understand platform features
  • Diagnose and troubleshoot product malfunctions 
  • Ability to test, troubleshoot, and reproduce a multitude of product features
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Properly escalate unresolved issues to appropriate internal teams 
  • Follow up with customers to ensure their technical issues are resolved
  • Update our internal databases with information about technical issue, use cases that will benefit the customers knowledge of the platform
  • Lead internal projects to improve the efficiency of the support team.

What we are looking for:

  • Experience as a Technical Support Specialist, Customer Support Specialist, or similar Customer Support role
  • Ability to diagnose and troubleshoot technical issues (Python/React)
  • Ability to communicate technical information to non-technical users
  • Experience using Helpdesk softwares and other support tools
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Patience and diligence when handling tough cases
  • Additional certifications (Microsoft Azure, Google GSuite, etc…) are a plus

What we offer:

  • A program designed with your success in mind. We're looking for intelligent, hard-working, and ethical individuals that will appreciate a well-coached path to a rewarding career
  • 100% employer-paid benefits for employees, starting day one
  • Awesome coworkers and culture
  • 401(k) with employer match
  • So much more!

If our core values of: “Be bold, do amazing things”, “Say what you mean, Do what you say”, “One team, Same mission”, and “Always be evolving,” speak to you, apply to join our team today!

It is the policy of LumApps to provide Equal Employment Opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, LumApps will provide reasonable accommodations for qualified individuals with disabilities.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • PhotoshopDesign
    • AsanaManagement
    • SalesforceCRM
    • PardotLead Gen

Location

Our office is located downtown on West 5th street, within walking distance to a ton of great fitness clubs, restaurants and bars!

An Insider's view of LumApps

What's something quirky about your company?

What makes LumApps quirky is the people. There's an array of personalities that make the work environment a pleasure to be part of. There are also so many languages spoken at LumApps! Throughout the course of one day, you'll hear conversations in French, Spanish, Portuguese, Japanese, and even German.

Ramon

Visual Designer

What does your typical day look like?

The great thing about my job is that every day is different. I have a handful of customer meetings and the rest of my day is spent collaborating with my team on different projects, like creating demo sites or responding to RFPs. In between, I help my office mates with whatever they need, whether it's product-related or party planning.

Mary

Sales Engineer

What makes someone successful on your team?

The great thing about my team is that we empower each other and build on our strengths. We review our challenges together and collaborate on how to improve our day to day. We are successful because we motivate one another and value teamwork.

Monica

Customer Success Manager

How do you empower your team to be more creative?

Creativity can be a visual expression of ideas, problem solving, or trying something new/different. The best way to empower a team to be more creative is to support new ideas, collaborate across teams, and ensure they know it’s ok to fail. I never want to hear, “this is the way we’ve always done it.”

Melinda

VP of Growth Marketing

What are LumApps Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
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