Technical Support Engineer

September 10

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Clari

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Clari's Revenue Platform is purpose-built to run revenue. Stop revenue leak and drive revenue precision. We're hiring!

Sales • Analytics • CRM • Data Science • Enterprise Software

501 - 1000

💰 $225M Series F on 2022-01

Description

• Act as an engineering point of escalation for highly technical issues; taking end to end ownership from initial troubleshooting to issue resolution • Serve as internal and external SME: able to identify expected and unintended product behavior • Work through complex technical issues and provide direction to customers both in technical and non-technical terms • Write scripts and queries to solve complex customer problems • Document bugs and feature requests with Product and Engineering for product issues that are impacting customers • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience • Provide feedback and collaborate with Product and Engineering to identify common or emerging issues prior to escalation • Part of weekend on-call rotation • The working shift for this role is 9AM - 6PM PST

Requirements

• 2-4 years of relevant experience in Technical Support or an equivalent role • Comfortable working with APIs, Salesforce, SQL/SOQL • Experience reading code, and testing specific class/methods locally • Experience writing scripts (Ruby, python, etc.) • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability rooted in a passion for customer experience • A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills • Experience with Salesforce Service Cloud, Jira, and Slack is a plus • Knowledge of Atlassian (Confluence) is a plus • Knowledge of Twilio is a plus

Benefits

• Remote-first with opportunities to work and celebrate in person • Medical, dental, vision, short & long-term disability, Life insurance, and EAP • Mental health support provided by Modern Health • Pre-IPO stock options • Well-being and professional development stipends • Retirement 401(k) plan • 100% paid parental leave, plus fertility and family planning support provided by Maven • Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays • Focus on culture: Charitable giving match, plus in-person and virtual events