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Technical Support Engineer

| Austin

Built for enterprises and high-growth companies, Tenfold helps companies increase revenue and build better relationships with their customers by allowing them to measure, analyze and improve every aspect of the customer journey. Our software connects a company’s existing phone system with any CRM or system of record. Tenfold optimizes the way companies sell, service and support their customers while enabling them to measurably improve the customer experience. Tenfold helps companies open customer relationships that will continue to grow and create value over time, while at the same time enabling them to retain these relationships by providing an exceptional customer experience. Tenfold’s enterprise clients are connecting their phone systems with an average of nine different systems of record. 

Watch our demo video - https://vimeo.com/246701403

Mission

As a Support Engineer team member, you will provide world-class support to our customers over phone, and email. You will serve as the project manager for technical issues experienced from the broader Tenfold install base, tracking individual issues from initial report to resolution. When not directly engaged with customers, you will serve as front line defense on tracking potential issues within different client services, and react to alerts & notifications that may be a leading indicator of technical difficulties. As a support engineer, your mission is to provide an exemplary support experience while ensuring quick, and effective solutions are provided in line with customer SLAs.

Outcomes

  • Triage queue coverage on email cases and phone calls during time of shift coverage, and “On Call” period when applicable
  • Liaise with outside vendors to resolve customer issues
  • Contribute to Tenfold external and internal knowledge bases to aggregate technical information for products, systems, and processes
  • Sourcing technical data and debugging unexpected behaviors with Tenfold platform and escalating to appropriate internal engineering organization
  • Respond to internal notifications on leading indicators of issues with the broader Tenfold platform, and individual customer environments
  • Provide updates to internal stakeholders on status of issues for individual clients

Competencies

  • 2+ years of experience with Windows Server
  • 2+ years of experience with Linux
  • 2+ years of experience with relational databases and/or CRMs
  • Excellent verbal, written, presentation and interpersonal communication skills
  • Availability to work off-hours and on-call routines
  • Telephony technical support experience preferred but not required

General values and capabilities that are table stakes

  • Problem-solving is in your DNA
  • Detail oriented and analytical
  • Creative, out of the box thinker
  • Effective time management skills
  • Customer focused mindset
  • Curious by nature
  • Think larger than yourself - How can you help the whole team improve?

Compensation and Opportunity

  • Competitive salaries
  • Stock Options (become an owner in the company)
  • Incentive compensation based on successful attainment of measured goals
  • Employee medical and dental coverage
  • Short and long-term disability
  • Life and AD&D Insurance
  • Generous vacation time
  • 24/7 parking near UT Campus in Austin
  • Rapidly growing organization poised for growth and career development
  • A beautiful office space with lots of natural lighting
  • Exciting customer base and quality opportunities for advancement
  • Austin Hottest Startups Watchlist 
  • Austin A-List best businesses in a growth phase
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