Technical Support Engineer
The Role:
As a Technical Support Engineer, you will serve as a technical resource to Customer Success pre and post-sale in order to scope out any customization work and ensure a seamless onboarding experience. In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the engineering team to remediate.
Who we are:
AlertMedia has disrupted the mass notification industry and become its technology leader, now serving some of the largest and most respected companies in the world. Our emergency communication software and monitoring services enable organizations keep their people safe, informed and connected. Customers in telecom, healthcare, transportation, energy, manufacturing, government and education are using the AlertMedia platform for emergency communication, regular business communication, and operational activities such as scheduling, dispatching and other logistics.
This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share some of the truly impactful use cases we've uncovered for our customers. For more information please visit www.alertmedia.com.
What you will do:
- Work with Customer Success Managers and Engineering team to accelerate the transition from post-sales to onboarding
- Identify and solve any technical errors or challenges during the lifetime of the customer
- Effectively managing customer expectations - develop, foster and maintain trusted advisor relationship to establish and maintain credibility
- Build technical proficiency across AlertMedia products and supported integrations. Share knowledge with others as appropriate through the creation of technical notes and/or training documents
- Develop, foster and maintain effective working relationships internally through collaboration with Engineering and Product Management as an advocate customer feature requests and identification of product improvement opportunities
- Provide pre-sales technical assistance to customers through project scoping and identification of capabilities based on customer need
Requirements:
- B.A. or B.S. degree preferred, bonus points for Computer Science or Engineering
- 2+ years technical experience in a SaaS company preferably working with enterprise-level customers
- US Citizen or Permanent Resident (We will not sponsor at this time)
- Minimum of 1 year working with Active Directory, Single Sign-on, scripting languages and utilizing REST API’s
- Experience scripting with Python or similar language preferred
- Experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution
- Experience leading technical customer onboarding
- Ability to accurately scope, plan, and estimate level of effort for tasks, with appropriate balance of risk and effort.
- Exceptional written and verbal communication skills
- Motivated by customer success and willingness to roll up sleeves to exceed customer expectations
What we offer:
- Competitive base salary + company-wide bonus program based on collective success
- Stock options- Be a shareholder in the company
- Competitive PTO + holidays to enjoy balance
- Health benefits- Medical,Dental,Vision and Life Insurance 100% paid for employees
- Company-wide bonus program based on collective success
- An exciting and positive work environment
- Commitment to community service with opportunities to give back
AlertMedia is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.