Simpplr provides employee experience software that helps companies connect and align employees. With what Simpplr calls Live EX, the platform helps companies communicate better in a distributed world and measures an organization’s heartbeat by understanding employee alignment and sentiment in real time. Ultimately, Simpplr aims to enable more positive work environments by helping organizations be more open and caring.
Trusted by leading brands, including DocuSign, Eurostar, and AAA, our customers are achieving measurable productivity gains, increased employee engagement and retention, and accelerated business performance.
Simpplr is headquartered in Redwood Shores, CA, with offices in the UK, Canada, and India, and is backed by Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Simpplr is widely acknowledged as one of the fastest-growing, most innovative, and most liked solutions in our market. We boast numerous top-tier accolades and encourage you to check us out on various review sites.
Technical Support Engineer
Job Overview:
As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Support Engineer as a part of its engineering team. In this role, you will work with customers and internal Customer Success Managers on the identification and resolution of technical issues primarily in the post-launch support phase of the project.
This role will appeal to individuals who are interested in a fast-paced, high-growth SaaS company where decisions must be made quickly. Written communication skills and the ability to empathize with customers are extremely important. You will be a member of a team but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers. You will provide first-line support on both the Simpplr application and its integration with other 3rd party integrations.
Your job responsibilities
Troubleshoot and diagnose technical issues experienced by Simpplr customers post-implementation
Proactively working the support ticket queue and managing customer expectations on reply & resolution time
Coordinating with Product, Engineering, and Customer Success to resolve customer requests quickly
Promptly escalate unresolved issues to appropriate teams and/or leadership
Resolve cases with KB article deflection, Product training knowledge, Salesforce Platform architecture understanding, SSO troubleshooting knowledge, Chrome dev tools, and Har Log Investigation
Help with customer version upgrades (scheduling and performing via Salesforce Platform)
Contribute to team goals (OKRs / KPIs) and become a Subject Matter Expert (SME) for multiple functions on the team
What you did in the past that makes you a great addition to our team
4+ years in direct customer-facing support, professional service, integration or customer success roles
At least 3 years experience in supporting Salesforce Platform, Java, SQL, Oracle, or AWS
You are technically competent, business-oriented, and you know your way around the instance setup in Salesforce
You understand how modern web technologies work with the ability to troubleshoot APIs, SSO (i.e. Google, Okta, Azure, Workday), CSV/Metadata analysis and know your way around a browser’s developer’s tools
You have an understanding on how web MVC frameworks work
You have a good energy that contributes to a positive work environment and a great customer experience
You proactively implement and execute new ideas when you see something can be created or improved
You enjoy working with different functions both internally and externally as you can appreciate each role and bring diverse perspectives into your discussions
Excellent Communication Skills and advanced customer soft skills (most customers will be US based)
Basically they should know how modern web apps function. However, they may not know what MVC is even if they have this knowledge.
Benefits:
Simpplr provides a competitive compensation package along with other benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team who believes in our mission, and values transparency, autonomy, and inclusiveness, make Simpplr an incredible place to work.
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