Senior Technical Support Specialist

Here at Skedulo we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces.

The Skedulo team is a tight-knit group of builders who are passionate about shaping the future of how work gets done outside of the traditional office setting. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If you’re drawn to solving hard problems and want to help develop software that will make a difference in people’s lives, Skedulo is for you. Visit our website to learn more about what Skedulo does and to learn more about our people and team.

The Senior Technical Support Specialist role is responsible for the on-going management of customer issues and success. They’re responsible for managing bugs and escalated issues, with the ability to give the customer confidence that their issues will be resolved in a timely manner. They are a part of the ‘Technical Support’ sub-team within the Customer Experience Team, providing technical support expertise and mentorship to other team members. This senior role is the critical front-line link between our Customers and the Engineering and Project Delivery Teams to ensure our Customers are successful and can realize the benefits from their Skedulo implementation.

Responsibilities

Troubleshooting and Customer Communication

• Liaise directly with customers, including high level customer stakeholders
• Help minimize customer churn through education, support, coaching and influencing
• Fully understand support SLAs and contracted response/resolution times for both standard support and paid premium tiers
• Provide leadership as a subject matter expert for Core product bugs and issues, customisation,and CX delivery issues
• Provide extensive knowledge and experience in the product to resolve issues when liaising with customers and internal team members
• Deliver world-class end to end support for Skedulo customers by being responsive and tailoring each technical response
• Act as a subject matter expert and mentor for internal troubleshooting methods and tools
• Administer ticket management systems and support focused tools (Zendesk, and logging tools)
• Understand and discuss technical issues with engineering/development staff and translate this to layman's terms for the customer
• Lead with a sense of urgency in triaging
• Act as an escalation point for customers to expedite delivery of bug fixes and resolutions

Mentorship and Thought Leadership

• Mentor other tech support staff and encourage collaboration around process improvement
• Identify process improvement and drive positive innovation and process change
• Administer ticket management systems and support focused tools (Zendesk, and logging tools)
• Lead and promote incident and problem management processes including Post Incident Reviews and ITIL methodologies

Internal Product and Team Communication/Collaboration

• Develop a complete understanding of the Skedulo products and working knowledge of complementary products and services
• Proven ability in creating a culture of inclusivity within a team
• Act as a liaison between product management, CX, and the customer
• Mentor staff on process and procedures as well as team communication and collaboration

Requirements

MINIMUM REQUIREMENTS

• Must have an understanding of database structures, complex customized desktop and mobile solutions
• Must have at least 5+ year's previous experience as a Technical Support Specialist in a complex SaaS environment.
• Must have extensive experience in in working with complex Salesforce environments including large scale, multi-tenant production environments
• Must have excellent written and spoken English in order to speak with a global customer base
• Must be familiar with API structures and troubleshooting

Desired Skills/Experience

• Salesforce Administrator and Developer certifications a big plus
• Working knowledge in Atlassian Suite, JIRA, Confluence and Service Desk
• A Bachelor’s Degree in software development or engineering is a plus.
• Enjoys problem solving while learning, developing, and applying new skills along the way
• Prior experience working with offshore and distributed teams
• Proven teamwork ethic
• Proven ability to learn new products, develop technical knowledge, and apply new skills in a high paced environment

Additional Requirements

• Must have a valid US work visa upon hire to be considered for this position.
• Must be able to work Pacific Time Zone working hours

Benefits

• Learning & Development Stipend
• Paid Parental Leave for both carers
• Employee Referral Bonus
• Competitive salary
• 7 paid sick days per year
• 10 days paid public holiday per year
• Mental Health Support/Resources through Modern Health
• 4 weeks paid leave per year
• Stock Options/ Equity
• 401k - 4% Company Match
• Fun, creative and fast-paced working environment
• Working from Home Stipend
• Competitive Healthcare Benefits
• 3 Paid Volunteer Days per year