Technical Support Engineer, Skedulo
Engineering
Remote workforce management & scheduling platform
Job no longer available
Remote workforce management & scheduling platform
201-500 employees
Job no longer available
201-500 employees
Company mission
Skedulo is on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day.
Role
Who you are
- A Bachelor’s Degree in a STEM related field (Computer Science, IT, Engineering, Math, or similar field) and/or at least 1-2 years prior experience in a Support Engineering / Technical QA role
- Excellent written, spoken, and interpersonal communication skills
- Excellent problem-solving and diagnostic skills
Desirable
- 1+ years experience in a similar role that is customer facing
- Experience debugging and/or developing Apex (classes and triggers), Lightning Components, and Visualforce to extend Salesforce in order to support our customers business requirements
- Previous experience with one or more of the following:
- React.js
- Java+Spring
- Node
- Unit testing frameworks
- CSS Preprocessors (ideally Sass)
- Kotlin
- Typescript
- CI/CD tooling and automation
- Experience working with agile development methodologies
- Knowledge and experience with issue tracking tools such as Jira and Service Cloud (or similar)
What the job involves
- As a Technical Support Engineer you will be embedded within the Engineering group and act as a key interface between our Customer Experience and Engineering teams
- You will troubleshoot and drive the resolution of complex customer issues that arise from business as usual product operations and from new customer implementations. In this role you will be required to develop deep product expertise and ensure that the customer voice is heard and incorporated into future product development activities
- You will proactively identify opportunities to improve and mature our product documentation and support processes based on your customer interactions and knowledge
- Triage, trouble-shoot and resolve escalated customer issues from multiple inbound channels
- Works with internal and external stakeholders to facilitate the timely resolution of customer issues
- Collaborate with Product and Solutions Engineering teams and submit merge requests to resolve bugs and deliver discrete, high value enhancements
- Create, update and enhance external and internal product documentation based on customer interactions
- Anticipates and communicates blockers or delays for your work before they require escalation
- Providing a clear end of day hand-over of critical issues for continued investigation by the global technical support engineering team
- Participate in customer calls and meetings where required to assist in issue resolution
- Drive enhancements with the Product and Solutions Engineering teams based on your product expertise and frontline knowledge of customer needs
- Proactively identify and implement improvements to the global support engineering team processes
- Provides technical advice and product expertise to customers and internal stakeholders to assist in the timely resolution of customer escalated issues
- Develops production-ready bug fixes that are easily testable, understood by other engineers, and accounts for edge cases and errors
- Ensures their commitments are realistic, understands their priority and urgency, and delivers upon them accordingly
- Communicates with their team, internal stakeholders and with customers in an effective, clear, concise manner in both written and verbal form on technical and non technical subjects
- Helps their fellow team members overcome obstacles, resolve blockers, and complete work tasks
Our take
A large and growing fraction of the global workforce does not work in an office or from a fixed location, and companies require ways to effectively manage and schedule these remote workers. This is exactly what Skedulo delivers, with a mobile workforce management platform that works for any type of business.
Skedulo is used by hundreds of organizations, including major enterprises such as Johnson & Johnson, DHL, American Red Cross, and Vivint. The platform boasts a wide range of capabilities, from automated smart scheduling to mobile paperwork uploads; plus analytics to monitor, understand and improve the productivity of remote teams.
The company has displayed impressive growth and adaptability over the years. For example, it was used by several governments to help coordinate vaccine rollouts and test scheduling during the pandemic. Moving forwards, it has invested funding in enhancing its product offering to better serve the public sector, field sales and services, and healthcare industries, as these workers move away from their desks.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-22% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2022
$100m
LATE VC
Jul 2021
$75m
SERIES C
Total funding: $214.2m
Company benefits
- Hybrid and remote options
- Equity incentive plan for everyone
- Retirement plans and programs
- Learning and development support
- Competitive health benefits packages
- More than 4 weeks of paid time off and sick leave to ensure your balance and well-being
- Volunteer time-off
- Playtime - We care about doing great work… and play! Challenge your neighbor to a friendly game of ping pong, plan a trivia night, or see who makes the best Manhattan at our Friday happy hour
Company HQ
Union Square, San Francisco, CA
Leadership
Matt Fairhurst
(CEO)Background in Marketing & Management. They are also serving as Skedulo's Product Director.
Johnathan Hodge
(Board Member)CEO and Advisor at Vividly. Former COO of the company, who has held senior positions at companies such as IBM, Kaggle, Jiff and Castlight Health.
Salary benchmarks
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