AK - Sr. Support Engineer

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.
The ActionKit team at NGP VAN needs you to help our clients win fights to make the world a better place.
ActionKit is used by nearly 150 progressive groups and nonprofits to help tens of millions of online supporters contact decision makers, donate money, and take action online and offline. Our clients--the Color of Change, MoveOn.org, Sen. Elizabeth Warren, and others--use our tools to protect immigrant rights, fight climate change and more. Our scalable, flexible tools and APIs make us the choice of some of the most tech-savvy progressive organizations using the Internet to fight for good.
ActionKit is built and maintained by a small, tight-knit team at NGP VAN, the top provider of technology for Democrats and progressives. ActionKit has been around for over a decade, and the team has always worked together remotely.
If you'd like to use your tech and customer support skills to make the world a better place, read on.
About the Senior Support Engineer role
Since ActionKit launched in 2009, our customers have gotten fast, helpful support from a team of engineers who build and maintain the product. This approach has served our technically advanced customers, including developers and data analysts, and earned us a reputation for unparalleled support.
Senior Support Engineer is a new role specialized in support, where you'll work with engineers and other staff as needed to provide a quick, thorough, and helpful response. The primary responsibility of this role will be handling customer support requests that come in throughout the day. ActionKit support is handled strictly over email-you will not be staffing a phone line.
Between support requests, the Senior Support Engineer will also maintain and improve internal and customer-facing documentation, handle new customer provisioning, maintain up-to-date contact information for our customer organizations, help with Q/A, and work on product and engineering projects.
Is this the job for you?

• Providing top-notch customer support is the most important thing we do, and you should be driven to solve our customers' problems quickly, thoroughly, and with empathy for the human on the other side.
• Support doesn't end when the ticket closes - a great Senior Support Engineer will also identify common issues and propose new features, documentation, or training to help prevent them in the future.
• Details matter, and organization is key. From getting into the weeds to answer a tough question, to managing new customer provisioning, you're focused on the minute details to ensure we get it right the first time.
• We all pitch in on a lot of things. Every member of the ActionKit team touches various parts of the product, support, operations, QA, and more.
• We appreciate our customers and the work they do: we're in this to make them more effective and make their day-to-day a bit easier, maybe even a little more fun.

Must haves:

• Skills and judgment to provide high-quality customer support, from attention to detail in answering a highly technical question, to big-picture wisdom about how to improve our support processes.
• Communication and collaboration skills. It's critical to be able to communicate technical information clearly to customers, and to collaborate with engineers to get questions answered.
• Empathy with others' needs, from coworkers to customers.
• Thorough understanding of ActionKit and the work our customers use it for.
• Knowledge of SQL, HTML, database, and web applications concepts.

Nice to haves:

• Experience with (or at) nonprofits or political groups in a technical, digital, or related role.
• Experience training and/or writing documentation and technical how-to guides.
• Experience providing technical or customer support.
• Engineering or product management skills, specifically experience building database-backed web apps, especially using dynamic-language frameworks like Ruby on Rails or Django.

Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
This position is a part of a bargaining union represented by CWA Local 1101, 1400, 2336, or 13000.
US Base Salary Range: $113,400 - $150,000
Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
We will be accepting applications for the role until 8/17/2024
Our Culture: Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy
• Up to 15 paid company holidays including some commemorating social justice events and self-care
• Paid volunteer time
• Resources for savings and investments
• Paid parental leave
• Paid sick leave
• Health, vision, dental, and life insurance with additional access to health and wellness programs.
• Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.