Customer Support Engineer, Momence

• You’re comfortable working in SQL; while you need not be an expert, you’re confident with beginner functions, and unafraid to flex into intermediate and advanced activity from time to time
• You work well autonomously and independently, relying on supportive teammates for an assist when needed, but delighting in the solo hunt for the right resources to solve the problem first
• Escalated customer issues don’t phase you; you’re an experienced Support Engineer who’s managed escalated concerns before, and you’re confident in your ability to assess which issues need further technical or Engineering support to resolve
• If you’re SQL-savvy, enjoy working with a high degree of autonomy, customer-obsessed, and have experience in technical customer support, we might just be a great fit!
• Experience in a technical customer support role
• Solid technical background and knowledge, with proficiency in troubleshooting software and hardware issues
• SQL experience sufficient to effectively query and analyze databases; you’re comfortable with intermediate level SQL functions (joins, views, stored procedures, table valued functions, subqueries, indexing, etc.)
• Excellent communication skills, both verbal and written; you can explain technical concepts clearly and concisely to customers of widely varying technical backgrounds
• Strong problem-solving and analytical abilities, with keen attention to detail
• Experience using customer support software or ticketing systems for customer inquiries (e.g., Zendesk, Intercom, Salesforce Service Cloud)
• Ability to work in a fast-paced environment, multitask, and prioritize workload effectively
• Empathy and patience in supporting customers, ensuring a positive experience
• Time management, prioritization, and organizational skills to effectively handle multiple customer inquiries concurrently
• Proven experience mentoring and supporting junior team members, fostering a collaborative environment conducive to knowledge-sharing
• Flexibility; while we aim to support balance for all our team members, the nature of this particular role occasionally requires shifted, after-hours, and/or weekend support

Desirable

• Momence Customer Support Engineers provide advanced technical support to our customers, ensuring prompt and effective resolution of their inquiries and issues
• Their in-depth technical knowledge, strong problem-solving skills, and commitment to delivering exceptional customer experiences contribute to the success of our support team
• With opportunities to collaborate with internal stakeholders and directly interact with customers, their work has a direct impact on improving the Momence customer experience
• Resolving escalated issues: Handle technically challenging tickets escalated from non-technical support teams; utilize internal tools (admin-access dashboards, SQL databases, server logs, browser developer tools, etc.) to investigate and identify resolutions to customer issues
• Accurately assess, diagnose, and relay: Distinguish between bugs, incidents, product feedback, and needed UX improvements, providing accurate, tailored solutions for customers; provide proactive feedback and actionable feature requests to our engineering teams based on customer needs and observations
• Live “Customer-obsessed:” Coordinate and draft excellent communications to customers and internal stakeholders, ensuring clarity, timely updates, and customer delight; recognize that timeliness and quality solutions support our value of being Customer-obsessed
• Continuous improvement: Take a data-driven approach to identifying and remedying common customer issues; identify and address trends in customer inquiries to improve product documentation, knowledge base articles, and support processes
• Team support: Mentor and assist junior members of the customer support team, sharing technical expertise, best practices, and providing guidance
• The standard working schedule for this role will Monday to Friday (standard business hours)

• A 30-minute intro call with a Momence recruiter to learn more about your background, discuss fit for the role, and answer high-level questions you may have
• A brief exercise to be completed on your own time (it should take no longer than 45 minutes), to assess both written communication skills and your database savvy
• A 45-minute call with your would-be manager, Felix, to dig in with more detail on your pertinent skills and experience
• A final 30-minute call with our Director of Support Engineering, Jonathan, to further explore your interest in the opportunity