Technical Support Engineer, pocus
Product-Led Sales platform
Open for applications
Product-Led Sales platform
21-100 employees
Open for applications
21-100 employees
Company mission
To build Product-Led Sales technology that transforms how go-to-market teams use data to drive revenue.
Role
Who you are
- You are a humble over-achiever. You’re constantly asking for and excited about feedback that helps you learn and grow
- You don’t take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way
- You are delusionally optimistic. Big challenges and projects excite and motivate you
- You have exceptional integrity and always do the right thing, even if and especially when no one else is watching
- You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?”
- You strive to perfectly balance individual initiative with humility and collaboration, understanding when it is better to ask for help and when it is better to solve a problem independently
- You move with a self-imposed sense of urgency. You strive to constantly find the perfect balance between speed and quality and you understand when to make that tradeoff
- You have a high bar for quality and you honor your commitments
- You are excited about building foundations and you love learning new things as part of that. You have a bias towards documentation and writing things down
- You are excited about working in a high-growth, fast paced environment where you can have meaningful ownership and impact on the business, and understand that sometimes that requires short sprints (key word short - we recognize that this is a marathon and we don’t want you to burn out!)
- 2-4 years of relevant experience in Technical Support role at a B2B SaaS company preferred
- Comfortable working with APIs, Salesforce, SQL/SOQL
- Experience reading code, and testing specific class/methods locally
- Excellent written and verbal communication skills, with an ability to communicate effectively to varying levels of technical maturity
- A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
- You are empathetic and highly driven to make customers successful with a consultative attitude
- You thrive with autonomy and ambiguity and love taking on open-ended unstructured problems
- You’re able to think on your feet and solve problems creatively during calls with technical customers
- You’re excited to create and shape new processes and workflows
- You’re highly adaptable, easily acclimating to a rapidly changing business and industry
- You have a growth mindset and view setbacks as learning opportunities, not failures
- You’re naturally curious
What the job involves
- As a founding member of the Customer Success team, you’ll be at the forefront of our mission, working directly with customers in a highly consultative way to guide them through every step of the customer journey towards GTM excellence.
- You’ll have the opportunity to have outsized impact on our customers’ business as a trusted partner and expert
- Solve real problems for customers with a product that they love: Go-to-market teams rely on Pocus to uncover new revenue opportunities and save hours / week digging through data. Customer’s have referred to Pocus as an “answer to all of their prayers”
- Be an early member of the go-to-market team: As one of the first members of team, you’ll build the foundation of the role for years to come
- Meaningfully shape our product: We’re extremely customer-centric at Pocus. You’ll be the eyes and ears for all customer needs and work with the co-founders and product to inform our roadmap
- Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We’ve had a lot of awesome accomplishments, but still have so much left to do
- Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no-ego team of builders that will inspire you every day
- Field and resolve product-related questions from customers
- Be assigned a book of business, alongside a CSM and Customer Engineer, supporting customers as the primary technical support representative on your accounts
- Monitor customer Slack channels and be the first point of contact for end users and internal stakeholders to unblock product related challenges blocking use of Pocus
- Become a product expert across the full range of Pocus capabilities, able to offer advice and best practices beyond “broke - fix” issues
- Solve customer’s problems asynchronously using Loom and Slack, and synchronously as needed via quick 1:1 huddles on a customer call
- Triage and escalate with engineering as needed to solve customer issues quickly and efficiently
- Meet SLAs for response time and resolution, maintaining world class CSAT
- Build a more scaled support model
- Rollout & iteration of tools and systems to support customers, both internally and within the product
- Build and maintain our external facing documentation
- Build our 1st use of automation for Level 1 and 2 issues to elevate our TSE function to focus on the higher value, more complex customer issues
- Support on cross-functional projects
- Support new feature rollout & enablement
- Support product team, for example with product analytics, Pocus4Pocus, or product feedback synthesis, bubbling up themes from our customer support tickets
- Play a role of overlay capacity for Customer Engineers when bandwidth is low
Our take
Pocus is a marketing company founded in 2021 by Alexa Grabell and Isaac Pohl-Zaretsky. As the developers of a product-led sales platform, Pocus offers a unique alternative to current marketing trends by offering a service that lets customers see the product first-hand.
An understanding that the tech stack doesn’t accommodate this style of marketing means it has to do the heavy lifting for the consumer. As a solution, Pocus makes good use of automation tools to streamline its systems.
The Subscription as a service (SaaS) platform allows easy to read data to be translated from the back end for non-technical teams, then join it with customer data for tailored solutions.
Markets change and Pocus understands this. As consumers lose trust in new brands that rely on hyperbole and flashy branding to sell their product, an alternative where products are seen first-hand could become the new norm. Pocus is in a great position to lead the market for such a change and raised substantial capital in 2022 to do just that.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Jun 2022
$17.3m
SERIES A
Jan 2022
$5.8m
SEED
Total funding: $23m
Company benefits
- Health Insurance
- Wellness Stipend
- Unlimited Vacation
- Company Offsites
- Retirement Savings
- Suprise Perks
- Parental Leave
- Co-Working Space
Company values
- Customer obsessed
- Growth mindset
- Humble overachievers
- Fast (but thoughtful)
- Inclusive
Company HQ
The Castro, San Francisco, CA
Articles
Leadership
Alexa Grabell
(CEO)Also the founder of The 21 Fund. Previously MBA Intern at Monte Carlo, Strategy & Operations at Dataminr.
Isaac Pohl-Zaretsky
(CTO)Previously a software engineer at Airbnb.
Share this job
View 2 more jobs at pocus