Senior Support Specialist, Parsable

$85-105k

+ Bonus (or commission) + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations

SQL

Splunk

Salesforce

Amplitude

Zendesk

JIRA

JSON

Senior level

Remote from US

More information about location

Digital productivity tools for frontline workers

Job no longer available

Digital productivity tools for frontline workers

101-200 employees

B2BInternal toolsProductivitySaaSNo-Code

Job no longer available

$85-105k

SQL

Splunk

Salesforce

Amplitude

Zendesk

JIRA

JSON

Senior level

Remote from US

More information about location

101-200 employees

B2BInternal toolsProductivitySaaSNo-Code

Company mission

Parsable's mission is to bring the power of digital tools to industrial workers in order to increase their safety and productivity.

Job

Company

Role

Who you are

3+ years in a similar technical or technical support role working with a SaaS product
1+ in a senior or lead role
Experience with web and mobile app troubleshooting, documentation, and escalation
Ability to understand and debug with Chrome DevTools and other web-based tools
Experience with the following: JSON API, SSO (SAML 2.0, OIDC), cloud monitoring software (Datadog, Splunk)
Experience with SQL or data analytics tools
Experience with ticketing and bug-tracking systems (Salesforce, Zendesk, Jira)
Experience with following and improving escalation processes and tools
Demonstrate proactive approaches to problem-solving with strong decision-making capability
Ability to provide step-by-step technical help, both written and verbal
Comfortable with getting on customer calls/web conferences/screen sharing to help diagnose and troubleshoot customer issues
Strong attention to detail, highly organized, and a quick, curious learner
Ability to multitask and manage multiple items simultaneously
Demonstrated customer communication and advocacy skills
Experience with at least 1 object-oriented programming language preferred
Experience building internal support or technical tools (created a GitHub repository for checking in projects) preferred
Experience with product analytics tools such as Amplitude preferred
Fluent and comfortable working in Spanish a plus
Background or experience in manufacturing processes a plus

What the job involves

Parsable is hiring a Senior Support Engineer to support and troubleshoot software, hardware, and API/integrations for Parsable customers
Support Engineers are expected to deliver effective support to technical and non-technical users across a broad range of technologies via email, phone, and other channels as required
You will collaborate with Customer Success Managers, Implementation Consultants, Product Managers, and Engineers to identify, escalate and drive technical issues through to resolution
Research, diagnose, and resolve technical issues for web and mobile-based software within the Parsable platform
Complete operational customer task requests within the Parsable platform
Enable and empower customers by answering questions and directing them to the appropriate learning resources or account management
Become a Parsable domain expert through onboarding and hands-on training of tasks, use cases, and best practices
Complete and help improve the onboarding process for future teammates
Effectively communicate status and updates to customers in business terms with empathy and clarity
Properly escalate unresolved issues to appropriate internal teams (e.g. engineering, product, etc.)
Prioritize and manage several open issues at the same time while providing timely updates to customers and setting proper expectations
Create and evolve customer support processes, tools, and technologies
Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements
Participate in an on-call rotation
Build and maintain both internal and external relationships

Our take

Parsable brings the kind of connectivity and digital tools to industrial workers which have traditionally only been available to desk based staff. With around 80% of the workforce classed as frontline workers rather than office staff, there’s certainly a market for digital tools that can boost productivity and improve collaboration on the shop floor. Additionally, the tools feed back real-time operational data that aids in ESG reporting, supply chain oversight and operational decision making.

Founded in 2013, Parsable was an early entrant in what would grow into a competitive market by the 2020s. This head start has served it well and it has secured the custom of major enterprises such as Coca Cola, Heineken and Shell. As frontline workers are increasingly coming to expect a digitally enabled workplace (with almost half saying they would change jobs to move to a more tech-focused employer), Parsable is in an excellent position to continue to build its market-leading position.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

-11% employee growth in 12 months

Glassdoor (3.3)

Company

Funding (last 2 of 4 rounds)

Aug 2020

$60m

SERIES D

May 2018

$40m

SERIES C

Total funding: $127.9m

Company benefits

Great healthcare benefits starting on your first day
Fun monthly company virtual events
Flexible time off
Paid parental leave
Early weekend starts

Company HQ

Financial District, San Francisco, CA

Leadership

Matt Belkin

(CEO, not founder)

Was previously COO & GM of Cloud Data at Terminus. Before that was CEO & Founder of GrowFlare and COO of eSUB Construction Software.

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