Support Engineer, Bonterra
$56.3-101.4k
+ Equity
Office located in Andover, MA
Software for social impact organizations
Job no longer available
Software for social impact organizations
1001+ employees
Job no longer available
$56.3-101.4k
+ Equity
Office located in Andover, MA
1001+ employees
Company mission
To propel every doer of good to their peak impact.
Role
Who you are
- 3-5 years of experience in a technical support/client management role in a SaaS or high-tech environment
- Possess a good working knowledge of relational databases (SQL preferred)
- Utilized Jira/Confluence, ZenDesk, or alternative ticketing tool
- Outstanding communication and analytical skills
- Problem solving skills with technical agility and creativity
- Interest in technology and a desire to solve problems independently
- Detail-oriented and well organized
What the job involves
- A Support Engineer will be the primary day-to-day contact with clients. Members of this group will take a team-based approach to keeping customers connected to Bonterra and for enhancing their overall client experience
- The Support Engineer is responsible for overall customer well-being by monitoring the health of the relationship between our customers and Bonterra
- Additionally, the Support Engineer will be supporting clients to troubleshoot technical issues, identify program gaps, and to assist with configuration changes
- Become an expert in each client's use of Bonterra’s software, and manage any potential customizations and add-ons
- Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
- Promoting opportunities for two-way communication including keeping customers informed of process or procedural changes
- Respond to client calls and emails to resolve complex and unique issues in a timely manner (meeting established levels of service including initial response time, time to close, etc.)
- Leverage the capabilities of the software to provide workable solutions to clients
Our take
Bonterra is a social good software company supplying an array of solutions to make social impact organisations more efficient, effective, and user-friendly. The company combines products from CyberGrants, EveryAction, Network for Good, Social Solutions, and more into a comprehensive tool suite for everything from case and grant management to fundraising and volunteer work.
As the fastest-growing company of its kind, Bonterra has certainly made a splash. It supports over 20,000 customers, including 16,000 nonprofit organisations and over half the Fortune 100. The company also boasts a high number of positive reviews. It emphasises that it keeps "an ear to the ground" to understand what its customers want and that it can improve and enhance its offering to remain a key leader in the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Work in office: Join us in our Austin, Texas, or Washington, D.C. offices if you live nearby
- Work remotely: Enjoy the flexibility of remote work with our work-from-home option. No matter where you live, there's an opportunity for you at Bonterra
- Work hybrid: Reap the benefits of both remote and in-person work with a hybrid approach. Visit the office closest to you and work from home when your schedule allows it.
- Health & wellness: Our robust set of health insurance options will keep you and your loved ones ready for anything. And our holistic wellness program means you can create a plan tailored to what matters most to you
- Generous time off: Our flexible time off policy means you don’t have to worry about a limit on your vacation days. Plus, we offer 15 paid holidays with a focus on DEIB, social justice, and self-care
- Fully paid parental leave: We value your time spent with family. No matter your gender identity, all Bonterra employees can take fully paid parental leave after the birth or adoption of a child
- Development resources: We believe in fostering an environment that encourages growth and development. With access to learning resources, goal-setting activities, and networking opportunities, we work to ensure our workforce is positioned for success
- Giving opportunities: We know that it's imperative for us to live our purpose. Through our employee giving program, Doers of Good, employees have the opportunity to track volunteerism by logging hours and creating events
Company HQ
North Burnet, Austin, TX
Leadership
Scott Brighton
(CEO)Held previous positions as CEO of Aurea Software, Board Member at Khoros, Chair of the Board at Optiva and more. Founded Austin Post, a hyperlocal online news source for the Austin.
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