Technical Support Engineer (remote/WFH)

Company: SmartEtailing
Location: Raleigh
Posted on: May 15, 2022

Job Description:

We have been voted one of Outside Magazine's Best Places to Work for the past four years. SmartEtailing, founded in 1999, provides comprehensive website and marketing solutions for North American specialty bicycle retailers that drive sales and increase profits. With SmartEtailing, a bike shop's website is transformed from a passive advertisement to an interactive, content-rich marketing vehicle that informs and sells to customers. This role can be either hybrid for Colorado candidates or remote in approved remote states.

Total Rewards and Perks include: Comprehensive medical, dental and vision plans, 401(k) plan with employer match, generous PTO of 14 days in a year, paid volunteering, open office environment with natural light and mountain views, bicycle commuter and carpool credits, discounts on bikes and gear, monthly bbq / potluck events, free office snacks, easy bike path access, group bike rides and onsite fitness room. The hiring range for this role is $60,000-$74,000 (depending on relevant skills and experience).

We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support to internal and external users. The successful candidate will thrive in a challenging environment where they will be constantly gaining knowledge of SmartEtailing applications. This position will be the liaison between the Customer Success team and the Development Department striving to resolve complex technical issues without engaging development resources. The three pillars of success for this role are: thorough, clear communication, solid troubleshooting skills, and exemplary customer service.

Essential Functions
Troubleshoot complex technical issues to determine root causes using knowledge of coding principles and understanding of databases and software applications
Generate custom point in time reports using MS SQL, Jasper, Microsoft PowerBI and/or Crystal Reports
Working directly with Development Department to resolve complex problems
Communicating clearly with customers and setting expectations throughout the incident resolution life cycle
Documenting issues, symptoms, and findings from research in JIRA and HubSpot
Creating and revising -help center articles for commonly recurring issues
Testing functionality of new and existing software in a UAT environment alongside our QA team from a user experience perspective
Owning incidents reported by customers and making sure problems are resolved within established SLA

Qualifications
3-5+ years of experience working for a software company and supporting in a technical capacity
1+ years of experience developing code either through side projects or company related
Understanding of software coding principles and able to trace through code to help identify issues
Strong verbal and written communication with a customer friendly attitude
Understanding of applications utilizing backend databases
Strong analytical, critical thinking and troubleshooting capabilities for complex problems
Demonstrated proficiency with MS SQL including the ability to trace complex stored procedures
Proficiency with reporting tools such as Jasper, Microsoft PowerBI and/or Crystal Reports
Proficiency with Jira ticket management
Proficiency in trouble shooting complex technical issues
2+ years of experience with MS SQL - this is a nice to have and if not, we can train you!
Nice to have: knowledge of GCP or AWS
An inquisitive personality and eager to learn new technologies
Must be a fast learner and be very detail oriented
Excellent time management skills
Ability to lead by example

Keywords: SmartEtailing, Raleigh , Technical Support Engineer (remote/WFH), IT / Software / Systems , Raleigh, North Carolina