Technical Support Engineer, Lattice
$81-101.5k
+ Incentive stock options
More information about location
Employee success platform
Be an early applicant
Employee success platform
501-1000 employees
Be an early applicant
$81-101.5k
+ Incentive stock options
More information about location
501-1000 employees
Company mission
Lattice's mission is to build cultures where employees and their companies thrive.
Role
Who you are
- If you're passionate about delivering exceptional support and making a meaningful impact on both our internal teams and external clients, we welcome you to join us!
- Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions
- You possess a genuine passion for ensuring our customers achieve both personal and professional success
- You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions
- You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating "What's Next?"
- You have prior experience in HR technology, particularly in HRIS and/or payroll
- Your proactive approach drives you to identify and implement effective solutions
- You demonstrate robust skills in SQL, integrations, and database administration
- You are located in the PST timezone
What the job involves
- At Lattice, our Technical Support Engineering team serves as the backbone of our commitment to customer satisfaction and product excellence
- We pride ourselves on being the foremost experts in our products, dedicated to ensuring unparalleled support experiences
- As a Technical Support Engineer, you'll immerse yourself in the intricacies of the Lattice product, providing expert technical assistance and diligently troubleshooting customer issues with tailored solutions
- Your role is pivotal in fostering trust, reliability, and support among our customers and team members, leveraging your deep understanding of our product and technical prowess
- Collaboration is at the heart of what we do
- You'll work closely with our engineering and product teams, advocating for customer needs while contributing to ongoing projects aimed at enhancing our support processes and tools
- Your mission is to be the initial point of contact for technical inquiries, driving resolution and actively participating in process enhancements to continually elevate the customer experience
- You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone
- You'll independently manage technical cases to ensure prompt resolution
- You'll improve processes based on data insights, focusing on documentation and engineering tasks
- You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers
- You’ll lead product feedback projects to improve operational efficiency
- You’ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective
- You’ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams
- May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 4,000 business leaders, including executives at Reddit, Slack and Cruise. The company is now valued at over $3 billion, which is testament to industry confidence in its product.
Lattice has launched a London office, which will accelerate its international expansion, aided by 2022's series F funding. Scaling in this way will be an instrumental part of their future success, allowing it to compete with the rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company benefits
- Continuous learning reimbursements
- Equity
- Flexible vacation/time-off policy
- Work from home opportunities
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Eric Koslow
(Board Member)Recently co-founded and acted as CEO for VStream. Previously worked as Director of Technology at FoundersCard, and Software Company at 8th Light. Was Lead Developer at Teespring.
Jack Altman
(Chairman)Started out as an Analyst at Gleacher & Company, and was VP of Business Development at Teespring.
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