Technical Support Engineer, Lattice
$69-101.5k
This position is also eligible for incentive stock options
More information about location
Employee success platform
Job no longer available
Employee success platform
501-1000 employees
Job no longer available
$69-101.5k
This position is also eligible for incentive stock options
More information about location
501-1000 employees
Company mission
To build cultures where employees and their companies thrive.
Role
Who you are
- Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions
- You possess a genuine passion for ensuring our customers achieve both personal and professional success
- You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions
- You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating "What's Next?"
- Your proactive approach drives you to identify and implement effective solutions
- You demonstrate robust skills in SQL, integrations, and database administration
What the job involves
- As a Technical Support Engineer, you'll immerse yourself in the intricacies of the Lattice product, providing expert technical assistance and diligently troubleshooting customer issues with tailored solutions
- Your role is pivotal in fostering trust, reliability, and support among our customers and team members, leveraging your deep understanding of our product and technical prowess
- Collaboration is at the heart of what we do. You'll work closely with our engineering and product teams, advocating for customer needs while contributing to ongoing projects aimed at enhancing our support processes and tools
- Your mission is to be the initial point of contact for technical inquiries, driving resolution and actively participating in process enhancements to continually elevate the customer experience
- You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone
- You'll independently manage technical cases to ensure prompt resolution
- You'll improve processes based on data insights, focusing on documentation and engineering tasks
- You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers
- You’ll lead product feedback projects to improve operational efficiency
- You’ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective
- You’ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams
- May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 5,000 business leaders, including executives at Reddit, Slack and Cruise. And the company is now valued at over $3B, which is testament to industry confidence in its product.
Recently, the company has launched a London office, which will accelerate its international expansion, aided by some serious funding. Scaling in this way will be an instrumental part of their future success, allowing the company to compete with rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Sarah Franklin
(CEO)Prior to joining Lattice in 2024, Sarah spent 16 years at Salesforce, while there she held various roles, including President & CMO. She also worked at Amazon Web Services as the Head of Database Product Marketing.
Gabe Cortes
(CFO)Prior to joining lattice in 2023, Gabe served as the CFO of Included Health for 6 years. He also spent 3 years at Workday as VP of Finance and Senior VP of Global Field Operations.
Cheryl Sanclemente
(CMCO)Cheryl joined Lattice in 2024 as a Chief Communications Officer, moving into the role of Chief Marketing and Communications Officer in 2025. Previously, she spent 8 years at Salesforce, holding various roles while there, including Senior Director of Corproate PR and VP of Public Relations.
Amy Christensen
(CRO)Prior to joining Lattice in 2025, Amy was GM of americas/Head of Revenue at Asana. She also spent nearly 10 years at LinkedIn, holding various roles including Senior Director of LinkedIn Talent Solutions.
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