Technical Support Analyst, EverCommerce
EverPro
$60-80k
Plus Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
$60-80k
Plus Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- C1 level English proficiency (spoken and written) and the ability to communicate professionally and clearly
- 2+ years of experience with software development. You will not be programming in this role, but you will need to read and understand code, write scripts, query databases, and scrutinize dense log files while troubleshooting
- 5+ years of experience with customer-facing technical support (application, OS, or Networking). The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience
- Strong troubleshooting skills in Windows environments, including event logs, permissions, and networking
- Proficiency with Microsoft SQL Server: writing and optimizing queries, understanding schema relationships, interpreting stored procedures
- Ability to participate in a rotating 24x7 on-call support schedule
- Customer advocacy, empathy, and keen attention to detail
- Comfortable working independently and efficiently in a remote setting
- Experience with ERP solutions
- Experience with alarm monitoring platforms, PSIM, or central station operations is a plus
What the job involves
- EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals
- Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications
- We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team
- The Bold Group product portfolio features the renowned business management solutions, AlarmBiller, SedonaOffice, and Managely
- These leading accounting and business management systems are complemented by the industry’s top alarm monitoring systems, including Manitou and Stages
- This comprehensive portfolio of solutions is supported by a network of strategic partnerships, technical support, & robust ongoing learning programs
- We are looking for a Technical Support Analyst II to focus on our Bold Group – Financial Management solutions
- Bold Group is the industry’s trusted provider of mission-critical alarm monitoring and financial management technology, offering flexible, automated solutions that streamline customer workflows with improved efficiencies and consistent processes that enable critical response services that safeguard life and property
- This Tier 2 Support position requires a knowledge of accounting and business management principles, Microsoft SQL, network architecture, distributed computing, and storage, as well as virtual machine configuration to diagnose issues with the Business Management Software Applications, handling and resolving technical queries transferred from the Tier 1 support team by performing the following:
- Track, manage, and resolve support tickets independently, ensuring timely communication and follow-through to completion
- Monitor and respond promptly to ticketing queues, escalations, and support emails
- Diagnose and troubleshoot complex issues using SQL queries, log files, traces, source code, and system infrastructure
- Deep dive into databases, source code, and system logs to identify and resolve root causes
- Develop and implement solutions that prevent recurring issues and improve product stability
- Continuously expand knowledge of Bold Group products and related technologies
- Quickly develop a layered understanding of product architecture when given access to documentation, source code, and infrastructure
- Document step-by-step processes, technical solutions, and clear ticket updates for both internal teams and customers
- Provide professional, empathetic support, even in challenging situations
- Act as the customer’s advocate, representing their voice within Bold Group
- Deliver clear and constructive feedback to internal teams and concise updates to external customers
- Show initiative by taking ownership of complex or unfamiliar issues
- Balance multiple priorities and adapt quickly to changing workloads
- Participate in an on-call rotation within a 24/7 environment
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specialises in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce went public before acquiring DrChrono, and through this, both companies can share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a behemoth in its industry, having acquired nearly 30 companies, with multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.3m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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