Senior Technical Support Specialist, 6sense
$89.1-130.6k
Marketing engagement platform
Be an early applicant
Marketing engagement platform
1001+ employees
Be an early applicant
$89.1-130.6k
1001+ employees
Company mission
To empower clients to gain predictable and consistent revenue growth, harnessing the power of artificial intelligence, machine learning, and big data.
Role
Who you are
- 8+ years customer support experience for software applications
- 3+ Years Knowledge of and experience with SQL
- Experience with MAP and CRM-Salesforce
- Experience describing technical concepts to a non-technical audience
- Excellent communication and interpersonal skills, with a focus on customer empathy
- Ability to manage multiple priorities in a fast-paced environment
- Ability to work independently
- Experience working with Google Analytics a plus
- Experience/knowledge of Salesforce integrations a plus
- Experience in a SaaS environment is a plus
- Experience with ticketing systems Zendesk and JIRA a plus
What the job involves
- As 6sense’s Sr Technical Support professional, you will have the opportunity to be an instrumental figure of our Support team
- The Technical Support Specialist will work cross functionally to meet the needs of the customer, while working with the Engineering team to help diagnose and fix incoming issues
- The 6sense Account Engagement Platform helps B2B organizations achieve predictable revenue growth by putting the power of AI, big data, and machine learning behind every member of the revenue team. 6sense uncovers anonymous buying behavior, prioritizes accounts for sales and marketing, and enables them to engage resistant buying teams with personalized, multi-channel, multi-touch campaigns
- 6sense helps revenue teams know everything they need to know about their buyers so they can easily do anything needed to generate more opportunities, increase deal size, get into opportunities sooner, and compete and win more often
- Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
- Analyze data using SQL / spreadsheets, and ad hoc analysis
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Identify alternate solutions when necessary and communicate them to customers
- Maintain a detailed understanding of product architecture, technical components and application functionality
- Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features
- Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements
- Mentor and support junior support engineers by sharing knowledge and best practices
- Communicate clearly and effectively with customers, fellow support team members and the other internal teams
Our take
While sales and marketing teams need access to customer data to stay competitive, this information is often scattered around multiple difficult-to-access systems both inside and outside the company. 6sense exists to solve this problem, using AI to bring together disparate data sources such as internal CRMs and social media signals to give sales teams all the information they need in one place.
While other companies have attempted to tackle this problem, 6sense stands out with its ability to provide a complete picture of a company and the leads to pursue within it. This allows teams to accurately prioritise accounts that are most likely to buy, greatly increasing conversion rates and sales figures. This has led to it being taken up by major enterprises including Dell Technologies, Shell and Cisco, to name a few.
6sense has raised a large amount of capital over multiple funding rounds and now has a $5.2 billion valuation. The company remains focused on research and development to maintain its market lead and is working to improve its AI's predictive, insight, and orchestration capabilities. At the end of 2023, it launched a LinkedIn integration that allowed 6Sense customers to launch targeted LinkedIn marketing campaigns through its AI platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$200m
SERIES E
Mar 2021
$125m
SERIES D
Total funding: $428.2m
Company benefits
- Parental Leave, Wellness Days Off, Quarterly Wellness Speakers, Wellness Challenges
- Udemy Online Learning Courses, WFH Stipend, Revenue Certifications
- Giving Fridays Rotating Charity Support, GoodSense Social Impact Programs
- Flexible Time Off, WeWork Access
Company HQ
The East Cut, San Francisco, CA
Leadership
Viral Bajaria
(CTO)They started their career as a Software Engineer at Hexaware Technologies, before spending 2 years as a University of Southern Carolina Graduate Research Assistant. They then worked in Software Development for Hulu for 5 years, before leaving in 2013 to co-found 6sense.
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