Associate Technical Support Engineer, Funnel
$55-65k
More information about location
Renter-centric leasing platform
Be an early applicant
Renter-centric leasing platform
101-200 employees
Be an early applicant
$55-65k
More information about location
101-200 employees
Company mission
To create the future rental experience and make the world a better place.
Role
Who you are
- Degree or coursework in Computer Science, Engineering, or related fields is beneficial but not a must-have
- 1-2 years of experience in technical support, software engineering, or any customer-facing tech role
- Familiarity with or willingness to learn about software development processes, cloud-based infrastructure, and troubleshooting methodologies
- Some experience with programming languages such as Python, JavaScript, or Ruby is preferred
- Strong problem-solving abilities, excellent communication skills, and readiness to learn new things
- Desire to stay current with industry trends and emerging technologies
What the job involves
- Funnel Leasing Inc., is hiring for an Associate Technical Support Engineer is responsible for providing exceptional customer support for the company's software products
- This role will troubleshoot and resolve complex technical issues, collaborate with engineering teams to address product defects, and contribute to the development of knowledge base resources
- A successful candidate will have experience in troubleshooting and configuring software, excellent problem-solving skills, and a strong customer-focused mindset
- This role reports to the Engineering Operations Director
- Receive and process incoming support tickets from various channels
- Analyze and prioritize tickets based on urgency and impact on users or the organization
- Provide timely and effective resolution of complex customer issues related to the company's software products
- Communicate with customers through various channels, such as tickets updates, email, chat, and phone, ensuring a positive customer experience
- Collaborate with engineering teams to address product defects and implement solutions
- Develop and maintain strong relationships with customers, acting as a trusted technical advisor
- Performs other duties as assigned and modified at manager's discretion
- Foster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfaction
- Maintain open communication channels and promote a feedback-driven environment
- Encourage professional development and continuous learning opportunities for team members
- Contribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutions
- Collaborate with the Technical Support team to identify recurring issues and develop documentation to address them
- Provide feedback to product and engineering teams to drive product improvements based on customer feedback
- Work closely with engineering, product, and sales teams to ensure a seamless customer experience
- Participate in product training sessions and stay up-to-date with the latest product features and enhancements
- Share insights and best practice
Our take
With the rental market booming, but simultaneously becoming ever more competitive and hard to navigate for both renters and leasing agents, Funnel’s B2B solution strategy allows users to tap into the market as a whole, rather than having to compete against other rental platforms.
The company builds solutions for property management teams to help them better reach and communicate with customers, and ultimately close leases with more efficiency. Funnel has been around since 2010, when it was known as Nestio and focused on helping landlords manage their rental portfolio. However, a 2020 rebrand as Funnel saw the company alter its tech offering to address the entire leasing chain, which appears to have been a good move.
Having secured funding led by RET Ventures, the company is aiming to grow its reach at enterprise and mid-market level across the US – two of the largest, yet most underserved, sectors of the rental industry. Funnel is committed to continually innovating leasing. Over 2022, it has rolled out an optimised toolset allowing leases to be rapidly expedited, as part of a partnership with Essex Property Trust. Furthermore, its integrations with multifamily automation platform PERQ and mobile app developer Tour24 suggest continued innovation is in the works.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited PTO
- Work-from-anywhere policy
- Parental leave
- Inclusivity events
- Health, dental and vision
- 401(k) match
- Women of Funnel organization
- Funnel Pride organization
- Market-leading compensation
- Floating holidays
Company values
- Prosocial – Everyone sweeps the floor. We have an inclusive culture that leverages the strengths of our diverse talent to innovate and maximize good. Our success is dependent upon the collective energy, intelligence, and contributions of all team members. We are better together.
- Integrity – Do the right thing always and in all ways. We are balanced, fair, and thoughtful in the way we approach all with whom we connect. We develop relationships that make a positive difference.
- Novel – Change, with purpose. We set imaginative, bold, competitive goals and stretch to exceed them. Not bound by convention. We shun the incremental and go for the leap. We deliver “wow” through product and service. We seek to change the world.
- Kick-A** – The will to win. We are passionate about our clients, team members, and community and will drive relentlessly to win for them. We act courageously and strategically to exceed expectations and shape a better future.
Company HQ
Odessa Industrial Park, FL
Articles
Leadership
Tyler Christiansen
(CEO)Joined Funnel as Chief Revenue Officer in 2019 just before the company's rebrand. Then served as COO before being named as CEO in June 2020. Before Funnel, they were Senior Vice President of Sales at property management software provider Entrata.
Diversity, Equity & Inclusion at Funnel
- Funnel is committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means working to not only live our inclusivity, but also to support and encourage it among all of society
- We believe:
- The more everyone can educate themselves, the better
- The world needs empathy, compassion, and openness. We all need to do our part to identify positive ways to speak up—and show up—to address these issues
- Equality and racial equity transcend economic or political ideology. These are issues grounded in basic human rights
- Addressing systemic racism demands immediate action and unwavering commitment to effect change
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