Tier 3 Support Lead Jobs

What makes Workiz unique?

This is a special place with a unique combination of brilliance, spirit, and just all-around great people. Here, if you’re willing to do more, your career can take off. We are a leading SaaS company for the field service industry, one of the most recession-proof and lucrative industries today.

Workiz is located in the heart of San Diego in the convenient area of Kearny Mesa. Our open space offices can accommodate our 100+ employees and when we are not hard at work, you can find us relaxing with a cup of coffee or surfing the Pacific Beach breaks. Workiz understands that you have a life outside of the office, so we have a flexible work week that allows you to work 3 days from the office and two days from home, but you won't want to miss happy hour!

Remote- Workiz has employees across the country from Arizona, California, New York, Pennsylvania, and Texas! When we are not hard at work, you can find us relaxing in different types of activities across the country!

Remote work eligibility: Workiz is currently only registered for employment in certain states. To be eligible for employment, you must reside in the following states: AZ, TX, PA, NYC, FL, AZ, and CA

Who are you?

If you’re an advanced technical support expert with EXCELLENT customer and product support experience, and advanced troubleshooting experience, come join our team.

We are looking for a Tier III Support Engineer who will serve as a technical expert and will be responsible for managing and resolving complex and difficult troubleshooting issues related to the Workiz app. This position will also handle escalated issues from Tier 1 & 2 levels and will provide mentorship and guidance to other support engineers as needed. As an expert, you will help develop and implement processes and various tools to effectively support the team and business needs. This position will be instrumental in ensuring that company systems run efficiently, and end users have an optimal experience regarding any computer, application, and platform queries.

We value professionalism, ownership, and teamwork, and are constantly looking for new, fun, and innovative ways to tell the Workiz story.

So, what will you be doing all day?

• Demonstrates behaviors consistent with the company’s vision, mission, and values in all interactions with customers, co-workers, and vendors
• Participates in assigned meetings, events, and training as required
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Collaborates with other departments/team members to propagate knowledge to the entire team
• Learn fundamental operations of supported software, hardware, and others as the job requires
• Performs any and all other duties as assigned
• Troubleshoot issues escalated by first and second level support, which may include outbound contact with clients for additional information and resolution
• Effectively communicate among other team members about technology issues affecting systems operations and client workflow/production
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Responsible for managing the porting of phone numbers and working with customers, our service provider, and other teams to ensure that the porting process is completed smoothly and efficiently.
• Obtain an understanding of operating systems and application operations related to offered services
• Responsible for managing the import of client data, and working with other teams to ensure that data is formatted correctly, imported accurately, and validated for quality and completeness.
• Work with Tier 1 and 2 support teams to investigate and troubleshoot issues and escalate to the proper owner on Dev Team.

Requirements

Ideally, we’re looking for

• Strong analytical, process-oriented, and evaluative abilities
• Ability to interact effectively with people from diverse backgrounds
• Minimum of 3 to 4 years of high-level technical application support experience in a software support role
• Demonstrate reliability by consistently meeting performance standards, and following through on commitments and tasks in a timely and accurate manner.
• Ability to communicate in a professional, friendly, and efficient manner both verbally and in writing
• Proven track record of successfully assisting customers
• High-level solving skills and critical thinking skills
• A strong multitasker comfortable in a fast-paced, dynamic environment
• The capacity to work independently and collaboratively
• Technical Support Certification or other relevant training preferred

These would also be nice

• 2-3 years of experience using applications such as Jira, Slack, the Google Suite, and Confluence preferred
• 2-3 years experience with API (installation and configuration), JSON, HTML, XML and MySQL preferred

Hiring process with us

At Workiz, we aim to complete our hiring processes at lightning speed, keeping the time between when we receive your CV until you (hopefully) sign with us super short, communicative, and transparent.

Why You’ll Love Being a Workizer

• You’ll actually love the product you work with and the people too:)
• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
• Team players. Rockstars without the ego. Fast learners that work hard and get S*** done.
• Excellent benefits
• You can grow your career in any direction you choose
• There is no such thing as a bad idea
• We know how to have fun! Join our surf club, ping pong tournaments, and other spontaneous activities. Oh, and we throw some killer parties.
• Diversity isn’t just a buzzword

Compensation

• Market-level compensation based on experience ($70,000-$80,000)
• Workiz offers a competitive benefits package including employee stock ownership program, up to 70% company paid Medical, Dental, and Vision and 4.0 % 401K match