Customer Support Engineer

Role: Customer Support Engineer, Tier 1

Description: As a Customer Support Engineer on our Tier 2 Support Team, you will utilize your Salesforce configuration and technical knowledge to provide world-class support to our customers!

What you'll do

• Be a primary contact for customer technical support and display a high sense of urgency and ownership during customer interactions.
• Use Salesforce Service Cloud to triage, collect missing information, and respond to incoming support cases.
• Work directly with our customers to resolve their reported issues.
• Strong in relationship building/management with clients and internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, and Support).
• Prioritize your workload effectively with foresight and attention to detail.
• Ensure the Support team goal of “being an asset to our customers” is always met.
• Validate customer-reported bugs and create tickets in Jira.
• Assist with reporting issues and gaps found with customer-facing product documentation.
• Communicate clearly with management, customers, sales, and developers to ensure customer business requirements are translated accurately for proper troubleshooting assistance.
• Recommend product enhancements and new product opportunities to the Product team.
• Meet or exceed all customer and internal interaction metrics defined by the Director of Support.

What we look for

• Experience working on SaaS products, especially on CRM or CX(Help Desk) products, is preferred
• Salesforce experience as an Administrator or Business Analyst preferred
• Salesforce Admin (201) Certification required
• Technically proficient with an aptitude for learning new technologies quickly
• Enjoys interacting with customers virtually and speaking to large groups
• Excellent written and oral communication skills
• Strong organizational, presentation, and coordination skills
• Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations
• While we are a remote-friendly team, this role requires availability during US Pacific or Mountain time business hours.

What we offer

• An incredible team of smart and supportive people
• A deep feeling of satisfaction and completion
• Fully remote global team working from home
• Stock options for every employee
• Flexible work week
• $400 office stipend
• Maternity/Paternity leave
• Student loan debt assistance
• Pledge 1% - time off during the year for helping nonprofits
• Health insurance contribution (if in the US)
• Children's 529 college fund assistance (if in the US)

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement; ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (our team has told us). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.

While we are a Remote first culture we are currently only able to accept applicants in AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI