Company Information

Lithium offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

At Lithium we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history.

Job Description

Technical Support Engineer, Analyst

If you want to accelerate your learning and career growth in a forward looking company, stop thinking about doing the same thing over and over again. Instead, think about the impact you could be having above and beyond your current role.  

Who are we looking for?

If you’re interested in being part of an amazing team that is a customer satisfaction leader and is working towards being one of the top global software support organizations, here’s where you’d be able to make a difference:

• Help our customers understand the true potential to the software through ensuring that their answers are provided both timely and accurately
• Solve problems in an effective and measured manner.  You’ll be working with technical teams as well as non-technical teams, so you’ll need to be able to translate business needs and problems into technical solutions
• Contribute to a detailed and comprehensive knowledge base that our clients and internal consumers can use to solve their own challenges without needing to get a hold of you
• Sustain our 97%+ customer satisfaction rating by providing phenomenal, personalized support with our great customers

Realistically, we need a Jack (or Jill) of all trades who understands various web technologies, databases and tools who wants to roll up their sleeves and get their hands dirty.  Most important is the ability to truly critically think through a problem and come up with viable solutions. We measure success by our customers renewing, so your customer service ability makes a huge difference. If you’re able to pull this all off, you’ll help us get to our goal of rising to the gold standard.

Our teams are very distributed, so being able to communicate via text and online is crucial. Our primary location for this particular opening is Austin, TX with an expectation of at least 3 days a week in the office, but won’t turn down a great candidate regardless of where you work, especially if you have Jive-x experience.

What’s your day look like?
As a TSE, you are our front-line support for the customer on Lithium products! This business critical role helps resolve issues, answer questions and troubleshooting to provide customers with accurate and swift solutions.  When needed, there are senior members on the team to escalate to by providing them with all the relevant information to easily understand the issue.

As a full-time team member, the focus is on a personal queue filled with simple and complex issues of all sorts. Managing and prioritizing this queue, handling both existing and new issues, will be key to success in this role by ensuring they keep moving, get the proper attention, and never slip through the cracks.

Your arsenal will include using industry standard tools and applications, internal and external web outlets, and your own troubleshooting background.

You will work closely with other teams at Lithium such as Level 2 Support, Customer Operations (Level 3 Support), Engineering, Professional Services, Sales, Customer Success and other teams necessary to ensure customer satisfaction and move issues along towards a swift resolution.

This position has 24/7 on-call rotation, so please be aware of this prior to applying.

Desired Qualities & Skills

If you can accomplish the above, you’ve got what it takes. Our engineers are responsible for providing our customers with extraordinary customer service and support via primarily email and telephone. In addition to being a Jack of all trades, our team members need to possess customer service skills that make the company shine and also have an attitude and personality that makes them suited to work with people (our customers and their co-workers!) and make those people happy.  The Technical Support Engineer role is somewhat entry level technically and is responsible for ensuring that our customers are communicated with, our internal staff members are followed up on, and generally coordinating the success of our team.  This team takes on learning the system and technologies, but we have the luxury of training you in the details.  In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and is an excellent communicator via email or over the phone.

This means a proficiency with web design or development, basic programming, script languages, and relational databases is experience that is gained and used here.  If your background includes a strong social web interest, that’s a serious plus!  To better serve our widespread customer base we’re also looking for someone with multilingual capabilities.

Skills & Requirements

Expected “Preferred Skills” List

To help you out in figuring out what we’re looking for, here are some examples of the skills our current team has (or could use). Not having all the skill sets will not discount you from consideration as we are looking to round out our team effectively!  These are simply plusses and should be showcased.

Technical

• 1+ years of experience in customer and/or technical support roles, ideally analyzing and supporting web applications
• Previous demonstrated experience in one or more of the following technical domains
  • Web 2.0 architecture and solutions
  • HTML, CSS, DHTML, JavaScript
  • Relational databases (Oracle, MySQL)
  • Networking (TCP/IP, SSL, HTTP, etc.)
  • JSON and XML data solutions
  • REST API
• Expertise in supporting complex Enterprise software solutions (ERP, CRM, etc) instead of more typical technical support. We don’t follow a script here!

  Client Facing

• Experience as a Customer Service or Technical Support Specialist, Technical Analyst, or other customer focused technical function
• Familiar with the latest and greatest social channels (forums, Facebook, Twitter, etc.)
• Ability to type 30+ WPM and multi-task effectively while working on customer issues
• Willingness to travel occasionally when the need arises (<10%)
• Ability to prioritize based on business needs.
• Able to defuse escalated customer situations.
• Effectively communicate technical solutions to non-technical customers.
• You are a team player, even if it is in a work from home environment.

  General

• Experience with Lithium/Jive-x applications
• Experience with moderation and/or management of online communities or social media presence

• Experience with any (or all) of the following tools: #slack, JIRA, Salesforce.com, Confluence, etc.

Education

• Bachelor’s Degree in Computer Science, Information Technology or related field
• Technical or support certifications such as HDI, ITIL, MCSA: SQL or Oracle SQL Expert

Why you should join our team

With a 98%+ customer satisfaction, a team that’s been described as “legends”, “driven” and “dedicated”, we’re looking for someone who really wants to make a difference.  The team is hoping to find someone who is energized by social media, customer support, and solving complex challenges.  We’re open, transparent and hardworking. Our culture is as exciting as our products, we’ve been ranked as one of Glassdoor’s Best Place to Work. Come check us out!