Customer Support Engineer, ControlUp
More information about location
Digital employee experience management platform
Be an early applicant
Digital employee experience management platform
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To deliver frustration-free digital experiences that unlock seamless productivity.
Role
Who you are
- Are you highly motivated? Do you care about providing a great customer experience? Then consider a career at ControlUp!
- Our Global Customer Support Team is growing and we are looking for a new Support Engineer with deep EUC experience to join our ControlUp US Team!
- ControlUp GCS Engineers are experienced IT Professionals who are deeply knowledgeable in IT Operations. We are seeking strong communicators and collaborative team players
- People who excel in this role, love solving puzzles and see themselves as lifelong learners, strive to go the extra mile, and aren’t afraid to take initiative
- You must be highly organized and be able to define priorities and quickly respond to customers
- 3+ years of experience working in a fast-paced IT Support Environment
- Working knowledge of VDI solutions (Citrix/VMware/AVD)
- Strong knowledge of Windows OS/Networking
- PowerShell/Scripting Experience
- Exceptional interpersonal and communication skills
- Attention to detail, accuracy, proactivity, and the ability to anticipate needs
- Positive attitude and very customer-centric
- Occasional International travel
Desirable
- Previous experience working with / for SaaS companies
- Mac/Linux Familiarity
- SAML/SSO/MFA experience
- Fluency in other foreign languages
What the job involves
- The primary responsibilities of our Global Customer Support team are to assist customers and prospects with troubleshooting and remediating issues in implementing our suite of applications
- Our GCS engineers engage with customers and prospects via chat, e-mail, and remote sessions to resolve issues and deploy solutions to help our customers realize our software suite's full potential
- GCS Engineers work closely with the Customer Success team to ensure our customers are receiving the greatest value from their ControlUp investment
- Support customers through break/fix issues, upgrades/deployments, integrations, and utilization
- Leverage your knowledge and experience to analyze customer environments and provide feedback on best practices
- Provide ad-hoc assistance to Customer Success Managers, Account Executives, and Professional Services
- Produce regular feedback to management for process and practice improvements
- Maintain current knowledge of the entire ControlUp product portfolio
Our take
ControlUp simplifies the management and optimization of user experience for enterprises with a distributed workforce. By enabling IT teams to monitor and troubleshoot the performance of all devices - whether in-house or remote - it ensures seamless operations across the network.
Though ControlUp has been evolving since 2008, the company has recently seen impressive growth and is on track for Unicorn Status. High-profile clients such as Sanofi, T-Mobile, Verizon, Virgin Money, Exxon Mobil, and Next are among key customers. This surge in success has closely aligned with the rise of hybrid and remote work models, which are expected to remain prevalent in the coming years.
ControlUp's growth is further fueled by its recognition as the Leading Digital Employee Experience (DEX) solution in the 2024-25 End User Computing State of the Union Report. Praised for its time visibility and automated remediation, ControlUp is set to continue expanding as demand for comprehensive DEX solutions grows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2021
$100m
SERIES D
Nov 2020
$27m
SERIES C
Total funding: $142.1m
Company benefits
- Medical, Dental and Vision: Health benefits begin on the first day as a team member. We offer several plans to choose from to fit your individual or family needs. ControlUl will pay a portion of your monthly cost
- Flexible Time Off: We offer a generous flexible time off policy. In addition, employees receive six paid sick days. ControlUp closes for 10 company paid holidays (varies per year)
- 401k Retirement Benefits: For every dollar you contribute up to 4% of your compensation, ControlUp will contribute 50 cents per dollar. No long waiting periods to receive this benefit - enroll after your first paycheck
- Employee Stock Options: Employee Stock Option plans (ESOP) are offered to all employees after 90 days of employment
- Life Insurance and Voluntary Benefits: 100% company-paid $100K life insurance policy. Also, we offer voluntary benefits such as short and long term disability, supplemental insurance, and AD&D
- Hybrid Work: Enjoy working from one of our four offices around the globe or from the comfort of your home
- Professional Growth: We entrust our team members to carve out their path at ControlUp. There are no limits to the opportunities and growth at ControlUp
- Company Trips and Events: We host several company events and activities (virtual and in person) every year. Additionally, ControlUp hosts an annual, all-expenses paid company trip
- Dog Friendly: Work alongside your furry friends to create a more relaxed and homey work environment
Company HQ
Financial District, San Francisco, CA
Leadership
Yoni Avital
(Co-Founder & COO)Before co-founding ControlUp, they spent six years working in Social Behavior Change (SBC) for Commart Technologies in Israel.
Jed Ayres
(CEO)Joined ControlUp in 2023 as CEO. Prior to that, they were the CEO of IGEL Technology.
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