Technical Support Engineer, WalkMe
$70-80k
OTE
More information about location
Digital adoption platform
Open for applications
Digital adoption platform
1001+ employees
Open for applications
$70-80k
OTE
More information about location
1001+ employees
Company mission
To make digital adoption for employees and customers simple, while increasing enterprise productivity.
Role
Who you are
- 1+ year experience in software support or customer service
- Beginner to intermediate knowledge of HTML, jQuery, CSS
- Problem-solving mentality with a customer-first mindset
- Experience communicating in variety of formats (written, live chat, conference calls, in-person)
- Comfortable using application logs, browser dev tools, and other tools to investigate issues
- An ability to quickly understand and articulate new technologies
- Ability to work independently, with little direct supervision and as part of a team
- Excellent analytical and organizational abilities
- Ability to remain calm, composed and articulate when dealing with tough customer situations
- Must be able to work weekend, evening hours, and holiday shifts as required
What the job involves
- As a Technical Support Engineer, you will report to the Support Manager
- You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals
- As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction
- Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience
- You will communicate with customers primarily by email, live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
- You will be a trusted contact for WalkMe's portfolio of customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
- You will gain an in-depth knowledge of the WalkMe product and its available features
- You will engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
- You will learn and retain product knowledge to understand and apply WalkMe's best practices for usage of the product
- Always think of creative ways that WalkMe can achieve a better overall experience, and share those with our management team
Our take
WalkMe is a code-free digital adoption platform allowing CIOs and executive management visibility into their company’s tech stack. The aim of its software is to help organizations both measure and maximize the impact of their digital transformation.
With more companies than ever undergoing this process, a product that provides some transparency regarding the efficacy of their digital transformation efforts is a smart market proposition. The market opportunity is significant, and global too, and with more of its 2,000+ corporate customers signing up for large contracts WalkMe is cashing in on its strong position.
Following a successful IPO in mid 2021, WalkMe has continued on a strong and steady track, with 35 million users in 42+ countries. The company offers tangible benefits to a client list investing increasing amounts in WalkMe’s offerings, and the global appetite for digital transformation tools looks set to meet WalkMe’s plans for further global expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Dec 2019
$90m
SERIES G
Nov 2018
$10m
SERIES F
Total funding: $307.5m
Company benefits
- Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families, 401(k) with company matching program, Parental Leave programs, and a vacation policy to encourage a healthy work-life balance
- WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement
- WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row
- WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
Company values
- Empowering Progress - We believe in the potential of technology to continue changing how humans interact with the world and actively create and champion opportunities for people to fuel that progress
- Customer Centricity - We work with a hands-on commitment to deliver strategic value to our external and internal customers through an internal coordinated effort that prioritizes the success of our customer
- Leading from Eye Level - We celebrate each other's wins and believe in the power of ideas and innovation, not the power of rank. Everyone at WalkMe rolls up their sleeves and works together to turn problems into opportunities
- Can-Do Attitude - We are excited about our global, category defining company. We take proactive action within and outside of our roles through thoughtful collaboration across departments. We believe in our individual abilities to make an impact
- Communicate with Empathy and Intent - Whether we’re working with each other or clients, we aim to actively listen, receive feedback with an open mind, and respond with humility, interest, and empathy. When providing feedback to others, we approach them with an intent to educate, inform and persuade through reason
Company HQ
South Beach, San Francisco, CA
Articles
Leadership
Dan Adika
(CEO)Dan worked in the Israel Defense Forces for over 5 years before spending a year as a HP Software Engineer and co-founding WalkMe in April 2011.
Rafael Sweary
(President)Having started their career as CEO of Jetro Platforms, Rafael spent 2 years as an Ocean Assets Entrepreneur in Residence, before 2 years at Koala. They then co-founded WalkMe in 2011.
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