Technical Support Engineer at Emotive.io

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About the Role

Our Customer Experience team is responsible for designing and delivering world-class experiences for our customers. We partner with our customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As the Technical Support Engineer, you will serve as the bridge between Emotive and the amazing people who use our product.

You'll be responsible for:

  • Mastering the Emotive platform in order to efficiently and effectively diagnose, troubleshoot and identify solutions to promptly resolve customer issues
  • Asking customers targeted questions to quickly understand the root of the problem
  • Ensuring proper recording and closure of all issues
  • Documenting technical knowledge in the form of notes and manuals for both internal and external audiences 
  • Providing step-by-step technical help, either written or verbal and in English and Spanish
  • Empathizing with the customer’s perspective and providing the best solutions that are aligned with Emotive's core values.
  • Properly escalating unresolved issues to appropriate internal teams while providing clear steps to reproduce and detailed troubleshooting steps
  • May involve handling sensitive personal data

Your qualities:

  • You have demonstrated understanding of the following languages: SQL, JSON, Rest API, HTML, but this does not mean you need to be a software engineer.
  • You have experience using developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software.
  • You have excellent, written and verbal, language skills (English and Spanish).
  • You possess 2-3+ years of experience in a similar role; experience with SaaS companies and startups a plus.
  • You are comfortable working independently and reporting into a remote manager.
  • You can be available for a 2nd shift and on-call rotation on the weekends as necessary.
  • You’re an excellent communicator who is technically curious, enjoys problem solving and translating technical concepts across various customer profiles.(Even if the problems aren’t well-defined, even if the usual solutions aren’t working, and even if it’s the fifth person you’ve helped solve that problem today.)
  • You possess a “customer first” attitude and a strong sense of ownership and determination to get things done.
  • You’re attentive to the little details and you believe people’s experience matters.
  • You drive towards efficiency, thinking on your feet to find creative solutions to requests and directional changes.
  • You welcome constructive criticism and customer feedback
  • You thrive in a high pressure environment, closing out issues quickly and accurately and are comfortable dealing with customers who are already frustrated that their systems are malfunctioning.
  • You possess strong telephone etiquette skills to ensure constructive, professional relationships with colleagues and customers, very comfortable with Zoom or Video.
  • You demonstrate active listening and written communication follow-up skills to know how to tactfully communicate directions to clients to ensure customers get the information they need without feeling frustrated or talked down to.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IntercomCRM
    • SalesforceCRM
    • OutreachLead Gen
    • HubspotLead Gen

Location

11390 W Olympic Blvd, Los Angeles , CA 90064

What are Emotive.io Perks + Benefits

Emotive.io Benefits Overview

Emotive offers an array of benefits including competitive salaries, stock options, health coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
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