Senior Technical Support Specialist, Qualified.com
More information about location
Agentic marketing platform
Be an early applicant
Agentic marketing platform
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To lead marketing teams into the future of pipeline generation.
Role
Who you are
- If you love helping others, solving puzzles, and working on an agile team this is the place for you
- You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
- 3+ years of experience providing support in a B2B SaaS company
- Bachelors degree
- You are located in either PST or MST
- Excellent interpersonal, communication, and writing skills
- Extensive knowledge of Salesforce CRM
- Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
- Working knowledge of Javascript and API errors
- Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
- Passion for making customers successful with software solutions
- You enjoy analyzing issues and digging into complex problems
- You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances
- The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge
- You’re interested in growing your career in Technical Support and helping us grow an amazing team
What the job involves
- Qualified is looking to add a new member to our Technical Support team as we scale our world class support
- As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering
- You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience
- Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls
- Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers
- Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs
- Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap
- Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base
- Working on our incident response team to provide critical communication to our customers and internal staff during incidents
- Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience
Our take
Customer Relationship Management is a vital part of a business's success, which has typically been handled by anonymous, text-based interactions. However, businesses have long known that many VIP customers prefer to connect personally with a company, which is what Qualified.com was founded to support.
The company's initial offering was built around alerting businesses when a high-profile customer was considering a purchase, alongside the tools to act upon this. Today, Qualified.com delivers PiperX, an AI SDR agent. The agent is capable of meeting with potential buyers in real-time, scheduling follow-ups, using contextual nudges to nurture leads and much more.
This agentic approach allows Qualified.com users to scale inbound pipeline generation across their marketing channels, in a manner that cannot be achieved with human work alone. Its innovative approach has caught the eye of the market, with Salesforce moving to acquire the company in order to bolster its own agentic B2B marketing solution.
Steph
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$95m
SERIES C
May 2021
$51m
SERIES B
Total funding: $163m
Company benefits
- 100% Paid Medical, Dental, & Vision
- Monthly Wellness Stipend
- Free Gigabit Internet For Your Home Office
- Above Market Equity Packages At All Levels
- Work Equipment
- Parental Leave
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Kraig Swensrud
(Co-Founder & CEO)Kraig worked for Salesforce.com for almost 7 years, before joining Campaign Monitor as CMO in 2014. Having founded GetFeedback in 2013, they founded Qualified.com in August 2018.
Sean Whiteley
(Co-Founder)Sean worked as an Aol Systems Engineer, a PwC Developer and Director of Sales Engineering at webMethods. They spent over 6 years at Salesforce.com before co-founding GetFeedback and Qualified.com.
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