Technical Support Engineer, HqO
Workplace experience technology
Job no longer available
Workplace experience technology
101-200 employees
Job no longer available
101-200 employees
Company mission
To enable owners, operators, and employers to create meaningful physical and digital connections with the people in the workplace.
Role
Who you are
- SaaS Technical Support experience
- Hands on CLOUD Technology experience (AWS preferred)
- Previous experience with API Development / SaaS products
- Experience with: RESTful APIs, SQL, Familiarity with at least one language like Python or Javascript
- Experience in Support case management and reporting tools such as Salesforce Service Cloud, Jira, Confluence, Looker, Datadog, Splunk, Other Logging Tools
- Able to work with logs and build hypothesis to unfold complex problems
- Experience and familiarity with tools such as Braze, Embrace, Sentry, Applanga
- Experience with relational databases (MySQL, etc.)
- Using Inspect & Webdev Tools
- Understanding REST APIs
- Query Similar Key Phrases: Slack, Jira, Confluence
- Github/CircleCI: Understanding of PRs and Release Workflows
- Read Through Stories, Tech Plans, and Product Specs to Identify Desired Behavior
- Test Ideas in Preprod/Sandbox Environment
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Very comfortable with technical concepts and great analytical skills
- Demonstrated ability to understand the problem statement and troubleshooting complex technical issues with ease, this includes outbound contact with customers for additional information and resolution
- Personal commitment to quality and customer satisfaction
- Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in a timely manner
- Work directly with Engineering and Product teams to resolve the issues customers have reported
- Empathy and the desire to help others
- Sense of urgency, ability to prioritize tasks based on business priorities
- Can work independently and make decisions even when limited details are available
- Diligence, patience and friendliness, even when things need to move fast
- Self-starter, able to learn new technologies “on the fly”
What the job involves
- As a Technical Support Engineer you will play a pivotal role in ensuring clients success by providing top-notch technical support and problem resolution
- You'll collaborate with cross-functional teams to deliver exceptional customer experiences, troubleshoot issues, and contribute to the continuous improvements of the product
- Managing All Jiras Created by Support:
- Triage all potential bug Salesforce tickets to determine if a Jira needs to be created
- Create Jira tickets with associated logs, screenshots, videos, reproduction steps, customer information, etc
- Determine customer priority based on reported issue, blast radius, and customer health
- Prioritize against all other currently open Jira tickets
- Creating/Maintaining Docs in Confluence:
- Known errors and workarounds
- New processes for troubleshooting
- Document Troubleshooting Guides & Steps
- Training:
- Train members of the HqO and Glowtouch Support teams in any new process, procedure, errors, troubleshooting, etc
Our take
HqO is a real estate tech company that helps commercial property teams and employers trim operating costs and boost employee satisfaction. Its suite of tools brings together digital, physical, and personal amenities and services in a single branded space - managing things like room bookings and door access, as well as events.
It’s a fairly unique proposition, which importantly enables businesses to know precisely what cuts to make, and where. The premise has taken off, with the company landing over half of the Fortune 100 as clients, including JPMorgan, Dell and JLL.
HqO has also executed a number of acquisitions that indicate it’s looking to make its tools more data-rich. This is a smart strategy, as more businesses invest in employee experience as a way of attracting and retaining top talent. So there should be plenty of demand for HqO’s data-rich, comprehensive toolset to get them there.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-25% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2023
$50m
SERIES D
Apr 2021
$60m
SERIES C
Total funding: $156.8m
Company benefits
- Unlimited PTO
- 401K
- Health PPO
- Flexible Workplace Policy
- Vision & Dental Coverage
- Commuter Benefits
- Free Library & Education Courses
Company HQ
Downtown Crossing, Boston, MA
Leadership
Chase Garbarino
(Co-Founder & CEO)Previously co-founded online publication CampusWord, then media company American Inno where they were CEO for nearly 7 years. Is also a board member for Technology Underwriting Greater Good (TUGG).
Cregory Gomer
(Co-Founder)Co-founded American Inno, and subsequently worked as an advisor at Flybridge Capital Partners. Is also an advisor at Techstars and Babson College.
Jared Stenquist
(Co-Founder)Originally a firefighter, who pivoted to found CampusLIVE, Breaktime Media, and then VentureApp.
Kevin McCarthy
(Co-Founder)Previously the co-founder and CTO of CampusWord, Streetwise Media, and then VentureApp.
Salary benchmarks
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