Associate Engineer, Customer Support

G'day!

We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back. 

Why is ServiceRocket the place for you 🧡

- A 20+ year tech services expert of many solutions and partnerships with industry giants.

- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

- We have been certified as a best place to work for our US, Chile and Malaysian offices.

- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. 

Visit our website to learn more and become a part of our Rocketeer Nation.

You will be a key member of the team responsible for working on customer support inquiries, ensuring customer support issues are dealt with promptly and professionally while coordinating any internal activities needed to resolve them.

The role will also involve providing feedback to the product team about key issues faced by customers as well as promoting continuous knowledge sharing amongst the team byupdating help documentation for common requests.

Overall, we are seeking a friendly, polished communicator who is interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets). 

The candidate selected for this role must be comfortable with flexible scheduling and will be expected to support customers from 11 am to 8 pm Eastern Time with holiday and weekend coverage required.

What you’ll be doing 💪

- Answer customer questions through our support queue, ensuring customer satisfaction and maintaining a positive customer experience

- Prepare and provide recommended product best practices to customer

- Take ownership of customer-reported issues and track them through resolution, adhering to defined service-level agreements (SLAs)

- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds

- Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue

- Create best-in-class help content and proactively perform audits for our knowledge base

- Identify and recommend process improvements to deliver the highest level of customer satisfaction

- Engage in ongoing training to develop technical skills and deepen product knowledge

What you’ll bring to the table 🧑‍💻

- Bachelor's’ degree in a technology subject

- Strong written and verbal English communication skills

- Strong communication skills and the ability to effectively communicate technical information to non-technical customers

- Strong multi-tasker with the ability to manage multiple customer issues at the same time

- Ability to work independently and in a team environment

- Available for work during Eastern Time hours, weekend and holiday coverage

Nice to have:

- 1 year of experience in technical support

- Customer Service experience

- Familiarity with SSO configuration and API troubleshooting

- Familiarity with HTML, CSS and JavaScript

- Familiarity with SCORM concept

Your leaders 🤟

With 30+ years in the industry, Adam is a tech legend. He leads our Global Services team with kindness, empathy, and critical thinking. Together with your Manager, CG, they will enable you to support our customers while you reach new heights #WeGotYourBack

Perks ✨🍇🚀

-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.

-Stock options: you have the opportunity to participate in the ownership of the company.

-Health insurance: we support you and your family–your well-being matters.

-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. 

-Career pathways program: you can grow horizontally, vertically, or any way you want.

-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process 🔎

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. 

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].