Technical Support Engineer
At Fullcast, we take pride in offering advanced solutions that automate revenue operations, from strategic planning with AI to day-to-day execution. Our products have earned the trust of high-growth and publicly listed companies, a trust we are dedicated to upholding.
Join a team of talented individuals who are passionate about helping clients crush their revenue goals. Operating in a fully cloud-native ecosystem, we prioritize agility and maintain a customer-centric focus in our development process. Every line of code we write, every solution we architect is a testament to our customer-centric approach. Join us, and let's together redefine what's achievable in the world of Revenue Ops!
Our core values here at Fullcast are Impact, Grit, Simplicity and Stewardship. We’re always on the lookout for people to come join us and live out these values! Company Culture is at the heart of all we do and without living and breathing it, we can never become the RevOps go to partner we are on the journey to becoming.
About You:
You want to be part of the engineering team in a fast-growing, highly motivated, and diverse company revolutionizing Rev-Ops. You want to be a part of a team where the best ideas win, but everyone's input is taken seriously and considered. You excel in a fast-paced start-up environment where everyone comes together to get the job done.
You will succeed if you:
- Have a natural curiosity and passion for problem-solving
- Have a strong bias for "Thinking Customer First."
- Are self-motivated and determined to succeed
- Have a love of learning and experimentation
- A willingness to contribute ideas and are a team player
- Have a high level of energy, initiative, commitment, and professionalism
Responsibilities
- Technical Support: Provide high-level technical support to customers via phone, email, and chat. Diagnose and resolve product issues efficiently.
- Issue Resolution: Investigate and troubleshoot product problems, escalating complex issues to the appropriate teams when necessary.
- Customer Interaction: Communicate effectively with customers to understand their needs and provide appropriate solutions. Ensure timely and accurate responses to customer inquiries.
- Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system.
- Product Knowledge: Stay up-to-date with product features, specifications, and updates. Provide feedback to the product development team based on customer interactions and experiences.
- Training and Support: Assist in the creation and delivery of training materials for customers and internal teams. Conduct product training sessions as needed.
- Quality Assurance: Participate in product testing and quality assurance processes to identify and resolve potential issues before product releases.
- Collaboration: Work closely with engineering, sales, and marketing teams to ensure a seamless customer experience. Provide insights and feedback to improve product performance and customer satisfaction.
Skills and Qualifications
- Education: Bachelor's degree (preferred) in Engineering, Computer Science, or a related field.
- Experience: Minimum of 2-3 years of experience in a technical support or engineering role.
- Technical Skills: Proficiency in troubleshooting hardware and software issues. Knowledge of relevant programming languages and tools is a plus.
- Communication: Excellent verbal and written communication skills. Ability to convey technical information clearly to non-technical users.
- Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and provide innovative solutions.
- Customer Service: A customer-centric attitude with a focus on delivering high-quality support and maintaining customer satisfaction.
- Team Player: Ability to work effectively in a team environment and collaborate with cross-functional teams.
Preferred Skills:
- Experience with Salesforce and/or other RevOps related products.
- Certifications in relevant technical fields.
- Familiarity with support ticketing systems and CRM software.
Perks and Benefits
- Completely remote, autonomous company culture
- Comprehensive Health and Wellness benefits
- Flexible PTO 14 days of company holidays throughout the year
- A collaborative environment where ALL ideas matter and your contributions are valued
Apply now! Or email us at careers@fullcast.com