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 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
Founded in 2021, Pcous is shaking up the marketing world with its product-led sales platform. In an era dominated by flashy ads and buzzwords, Pocus take a refreshing approach - letting customers experience the product firsthand before making a decision. It's a bold alternative to the current trends, focusing on the belief that true value is demonstrated, not just promised.
But getting this right isn't as simple as flipping a switch. Pocus knows that the tech stack of today doesn't quite support this hands-on style of marketing, so it's done the heavy lifting for consumers. Leveraging powerful automation tools, Pocus streamlines complex systems and makes the experience seamless for businesses, ensuring they can focus on delivering personalized, value-driven interactions.
In a world where consumer trust is hard to earn, Pocus is tapping into a growing demand for transparency. As people grow weary over over-hyper claims and superficial branding offering products that speak for themselves could very well be the future. With a substantial capital infusion in 2022, Pocus is well-positioned to lead the charge, helplping businesses engage customers in a more meaningful way and transform the marketing landscape along the way.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jun 2022
$17.3m
SERIES A
Jan 2022
$5.8m
SEED
Total funding: $23m
Company benefits
- Health Insurance: We offer competitive medical, dental, vision insurance for employees and dependents
- Unlimited Vacation: We offer unlimited paid vacation and require you take at least two weeks off (we work hard, but don’t want you to burn out)
- Retirement Savings: Easy contributions to your 401K
- Parental Leave: We offer paid parental leave to spend quality time with your new additions
- Wellness Stipend: Taking care of your mental and physical health means you show up to work as your best self. We offer a monthly stipend and you choose what to invest in - gym membership, counselor, or chiropractor. You decide
- Company Offsites: Although we're remote we truly believe that every team needs in person time to collaborate
- Suprise Perks: Whether it's a stipend for a home office set up or the occasional meal on Pocus, we're always looking for ways to say thank you to our amazing team
Company HQ
The Castro, San Francisco, CA
Leadership
Alexa Grabell
(Co-Founder & CEO)Alongside Pocus, they are the Founder of The 21 Fund where they serve as that General Partner. Previously worked at Monte Carlo as an MBA Intern and at Dataminr in various Operations roles.
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