Customer Support Engineer Jobs

Our goal is to exceed expectations through not only our next-generation product, but through our amazing service as well. Our Customer Support team is integral to building great relationships with our partners so that we can continue to strengthen our brand and build our business.

The Customer Support Engineer is responsible for assisting with support issues through chat, email, and occasional video. As a 15Five product expert, you will be the face of our brand and the first-line support for our customers. A quickly developing platform, 15Five has a number of different features, products, and services that the Support Engineer is expected to speak to and support for our customers. A willingness to troubleshoot ambiguous issues, an ability to connect empathetically, and adaptability to a growing business is a must for this position.

Areas Of Focus

Customer Support (50%): Answering customer questions about how to use 15Five’s product and services with focus on customer outcomes.

Technical Troubleshooting (40%): Looking into the root cause or reason for issues that customers report to us and escalate or follow up quickly as needed

Technical Writing (5%): Creating documentation on any new knowledge you come across, verify new doc information

Peer Coaching (5%): Helping your team by answering questions, and giving peer QA

Responsibilities

• Consistently meet QA goals
• Use problem solving skills and troubleshooting guides to isolate the issue
• Ask powerful questions to understand issues
• Customer Support
• Responding promptly (within SLA requirements) to customer inquiries
• Technical Troubleshooting
• Develop relationships with key stakeholders to maximize satisfaction and retention levels
• Knowing our products inside and out so that you can knowledgeably answer product questions
• Bringing in other areas of the business to contribute to revenue and customer health goals.
• Identify technical documentation needs of end users and or internal teammates
• Write extensive notes according to our Escalation Template when passing off bugs and customer requests to Escalations Team
• Hold determination to find a fix or workaround
• Select appropriate mediums for each message or audience (e.g., manuals, online videos, etc.)
• Hold phone/video calls with customers to troubleshoot issues live where necessary
• Organize and edit supporting documents for various product functions in Zendesk Help Center and Guru internal documentation
• Communicating with customers through various channels (email, chat, Zoom)
• Respond to team questions and help teammates out when possible and knowledgeable
• Engage feedback received with a growth mindset
• Maintaining a positive, empathetic, and professional attitude toward customers
• Focused on learning and finding solutions.
• Knowing our products inside and out and working with Product and Engineering Teams to troubleshoot issues
• Technical Writing
• Create training materials (e.g., troubleshooting guides, video walkthroughs, etc.)
• Acknowledging and resolving customer complaints
• Aid peers via Slack or Zoom in troubleshooting as needed
• Communicating and coordinating with colleagues as necessary
• Communicating with proper grammar and punctuation
• Peer Coaching
• Following internal handoff procedures and collaborating with members of other departments to answer customer questions and solve customer issues
• Recording customer feedback
• Perform weekly ticket review and give feedback to peers
• Providing feedback on the efficiency of the customer service processes
• Ensure customer satisfaction and provide professional customer support

Desired Experience

• Impeccable writing skills
• High levels of empathy and emotional intelligence
• Skilled problem solver
• Resourceful self-starter
• Attention to detail
• 1-3 years of experience in high volume customer support, specifically SaaS
• Ability to self-regulate and manage stress, and ask for help when needed
• Experience with JIRA, Django are a plus
• Experience with ticketing system such as: Salesforce Service Cloud, Zendesk

DESIRED IMPACT

• Average CSAT: 4.0 or higher
• Avg Tickets Solved /day (that puts the variance as +/-10% of the TEAM average for tickets solved/day): 20
• QA: 70% out of 75%
• Response time SLA: 24 hours
• Queue management: No more than 5 in queue at the end of the day/ if not closing 20 cases a day

SAMPLE WEEK IN THE LIFE

• Monday: Join company Boost, reply to customer tickets, communicate with CSMs to sync on open tickets
• Wednesday: Attend company occasional Boost, resolve customer issues, 1-on-1 with manager
• Tuesday: Attend team sync call, update customers on issues and reply to new issues, document Tier 1 internal troubleshooting processes
• Friday: Reply to new customer issues, QA for peers, fill out Check-in, resolve any tickets before the weekend
• Thursday: Start with team sync call, document Tier 1 internal troubleshooting processes, reply to customer tickets

About 15five

15Five is the holistic performance management company. 15Five equips HR teams with a complete platform solution to improve manager effectiveness, drive high performance and engagement, and increase retention. 15Five’s easy-to-use software, coaching, manager training, and community enables HR leaders to continuously measure engagement and performance, and empower managers to drive change.

We Also Offer

At 15Five, we focus on building a diverse team that prioritizes inclusivity and celebrates everyone’s unique identity. We are proud of our thriving hybrid culture that supports a remote-first workplace balanced with distributed office hubs, and annual opportunities for all employees to connect in person.

• Flexible Time Off (minimum 3 weeks off every year)
• Full Medical, Dental, and Vision Insurance
• Employer paid Short-Term, Long-Term Disability, and Term Life
• Wellness Coach App (offers meditation and movement classes, courses, workshops, and panels in a live and interactive setting)
• 401K with 4% match at 6 months of employment
• Up to 16 weeks Paid Parental Leave for birth and non-birth parents
• Betterhelp (unlimited mental health therapy)
• Sabbatical Program accessed at 5 or 7 Years
• Best Self Time (Last 2 hours of Friday dedicated to your personal self-care/self-growth/recharge activities)
• Monthly reimbursement for internet
• Headspace (mindfulness exercises for stress & sleep, including for children)
• Inclusive Benefits Stipend (to help cover some of the gap on medical needs not covered by traditional benefits)
• We also provide extensive training and development such as strengths discovery and alignment and Manager specific development opportunities
• 11 paid holidays in 2023

For More Information See

Our Mission, Vision, & Values - https://www.15five.com/about

Our People and Culture - https://www.15five.com/about/careers

Diversity, Equity, Inclusion, & Belonging - https://www.15five.com/deib

Our Personal & Professional Development Resources - https://www.15five.com/resources/content-library

Reading over the role description and feeling like you don’t check every box? That’s okay; if you think you have what it takes but don’t necessarily meet all the criteria, please apply—you could be exactly who we are looking for!

15Five follows equitable hiring practices. Our compensation programs are designed to attract, motivate, and retain talented employees who are highly engaged, high performing, and have an exceptional impact on the business and our customers.

The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the role across all US locations. We benchmark all roles for compensation in ranges relative to the top half of the market of similar tech companies using up-to-date market data. Within the range, individual pay is determined by budget allocated for the role and additional factors, including job-related competencies and skills, experience, and relevant education or training. Please note that the compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. The US new hire base salary range for this full-time role is $52,500-$57,500 + bonus or commissions + equity + benefits.

Note that base salary ranges are reviewed each year based on up-to-date market data, and team members who are performing are eligible for a merit increase, budget permitting.