Product Support Engineer, Firstup
$65-90k
Workplace communication platform
Be an early applicant
Workplace communication platform
201-500 employees
Be an early applicant
$65-90k
201-500 employees
Company mission
To improve the employee experience at every moment that matters, large and small.
Role
Who you are
- Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required
- Three or more years of Level 2 technical customer support experience
- Experience using JIRA for bug tracking
- Attitude of urgency in order to resolve issues in a timely manner
- Proven ability to treat customers with respect and professionalism
- Ability to work efficiently, diligently and remain focused from a home office
- Capacity to have empathy when customers have difficult issues
- Excellent communication, organization and interpersonal skills
- Strong reading comprehension and active listening skills
- Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner
- Outstanding work ethic and commitment to individual and organizational success
- Demonstrated ability to learn new things
- Excellent analytical and troubleshooting skills
What the job involves
- The Firstup Support Team leverages the latest technology advances in AI-driven solution recommendations and predictive analytics, to maximize Customer self-service, while also partnering with Product and Engineering to limit chronic issue recurrence
- This means that every day you will be learning something new about the platform and how Customers use it to achieve their own business outcomes, while coming up with your own solutions to challenges ranging from newly introduced products and features, to complex interactions with Enterprise IT Environments and third party products
- We maximize our human capital to work on these new issues, and heavily rely on technology to resolve support queries related to known issues
- This same philosophy applies to every role within the organization and requires skillful adaptability, developing deep subject matter expertise in specific areas that your peers can rely on you for, a curiosity-mindedness, and constantly questioning and challenging the status quo to continually improve and scale
- As a Product Support Engineer, you will focus on handling escalations from your colleagues, and working with our Engineering team to help prioritize bug fixes
- Product Support Engineers balance reactive ticket troubleshooting, with proactive initiatives to get ahead of upcoming product and platform changes and ensure the readiness of the team to support them
- You will take on support cases of moderate - high complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation
- Operates as a subject matter expert in at least two product areas and one technology area and assisting in onboarding of new hires and conducting training refreshers in those areas
- Resolve technical escalations from Tier 1 Support, ecosystem Partners, and third party integrators. Proactively manage and respond to escalated support tickets, meeting individual case management and SLA Goals
- Communicate clearly and precisely with customers and colleagues in written and verbal form and maintain accurate and timely records in our case tracking system
- Monitor the Emergency Hotline to react to P0 and P1 issues with urgency
- Write customer-facing functional documentation with easy to follow steps
- Develop and execute on continual improvement plans with cross-functional peers from Product Management and Engineering
- Improve self-serviceability for Customers through publishing solutions to commonly encountered issues and working with implementation teams to follow established best practices prior-to Customers going live on the platform
- Manage multiple tasks and projects, both independently and also as part of a team
- You should have an IT related degree, several years of professional experience, and a passion for solving problems
- Familiarity with SaaS solutions is preferredExperience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (e.g, Salesforce, Microsoft Dynamics CRM), APIs
- Experience previously working with customers is essential
- Ensure Support readiness for new product features though documentation review, early access testing, and technical training
- Identify areas for process improvement within the Support function and collaborate with the Product Support Manager on implementation
Our take
As hybrid and remote work models become commonplace, workplace communication struggles to keep pace. many companies now grapple with burnout and digital fatigue, compounded by the absence of regular face-to-face interaction, leaving HR teams and managers searching for effective engagement strategies.
Enter Firstup, a solution designed to tackle this challenge head-on. It offers a workplace communication platform that seamlessly integrates with a company's HR systems. By tapping into data from recruitment, performance management, talent acquisition, and other sources, first build detailed employee profiles. This enables companies to craft and deliver personalized engagement initiatives, ultimately enhancing productivity and retention rates.
With a track record of success, Firstup has recently surpassed the $100M mark in annual recurring revenue and clinched the prestigious 2023 HR Tech Award for Employee Experience. Already trusted by over 40% of the Fortune 100, including industry giants like Amazon, Holton, and Ford, Firstup is poised to continue growth. Its ability to adapt to the evolving needs of the modern workforce ensures it remains a key player in the realm of workplace communication and engagement.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Company benefits
- Health Coverage: Doing your best starts with feeling your best. We provide fully paid medical, dental, and vision for employees, plus 70% for dependents
- Flexible Time Off: You can’t mobilize if you don’t rest and recharge—so take as much paid time off as you need
- Fruity Umbrella Drink Bonus: When we say we want you to take time off, we mean it. To encourage you, we offer extra compensation when you take time off in full-week increments
- Retirement Plan: There’s life beyond work, and someday there will be a lot of it. We’ll help you save for that time
- Professional Development: We invest in our people and build their skills for the future of work—no matter where that future takes them
- Family Leave: We support making big changes, and nothing will change your life more than bringing a child into your family. That’s why we offer 12 weeks of fully paid family leave for all parents
- Volunteer PTO: We give you paid days off to give back because we want our workforce to be a force for good
- Commuter Benefits: Although much of our workforce is remote, when we do head into the office, we subsidize eco-friendly ways to get there
Company values
- Every employee is an owner: We each take responsibility for the company and deserve credit for its progress
- Leadership is in our build: We stand out in our industry because we embrace change as a catalyst for improvement
- We win as a team: We’re committed to helping our coworkers and customers thrive
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Nicole Alvino
(CEO)Previously the founder and CEO of Dermalounge. They also worked at Enron Europe as an Analyst and Associate.
Jim Larrison
(CCO)Graduated from Bradley University with a BS in Marketing & Market Research. Previously co-founded Dynamic Signal where they served as the President and then Chief Customer Officer.
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