Associate Technical Support Engineer

Funnel Leasing Inc., is hiring for an Associate Technical Support Engineer is responsible for providing exceptional customer support for the company's software products. This role will troubleshoot and resolve complex technical issues, collaborate with engineering teams to address product defects, and contribute to the development of knowledge base resources. A successful candidate will have experience in troubleshooting and configuring software, excellent problem-solving skills, and a strong customer-focused mindset. This role reports to the Engineering Operations Director. 

This is a remote position, but currently, we are only accepting applications from candidates residing in the following states: Alabama, Arkansas, Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Massachusetts, Maryland, Michigan, Missouri, North Carolina, New Mexico, Ohio, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, and Vermont.

Why Funnel?

We are a U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Employees may be eligible for various benefits. Generally, we provide employee access to:

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP

In addition to these benefits, we also offer

• Benefits effective on first date of employment
• Remote-first
• Uncapped Discretionary Time off
• Sick Leave
• 13 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.

Click here to learn more about Funnel and our innovative team members across the country. 

The Associate Technical Support Engineer essential roles and responsibilities include, but are not limited to the following:

Roles and responsibilities

Customer Support

• Receive and process incoming support tickets from various channels.
• Analyze and prioritize tickets based on urgency and impact on users or the organization.
• Provide timely and effective resolution of complex customer issues related to the company's software products
• Communicate with customers through various channels, such as tickets updates, email, chat, and phone, ensuring a positive customer experience
• Collaborate with engineering teams to address product defects and implement solutions
• Develop and maintain strong relationships with customers, acting as a trusted technical advisor
• Performs other duties as assigned and modified at manager's discretion
• Foster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfaction
• Maintain open communication channels and promote a feedback-driven environment
• Encourage professional development and continuous learning opportunities for team members

Knowledge Base Development

• Contribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutions
• Collaborate with the Technical Support team to identify recurring issues and develop documentation to address them
• Provide feedback to product and engineering teams to drive product improvements based on customer feedback

Cross-Functional Collaboration

• Work closely with engineering, product, and sales teams to ensure a seamless customer experience
• Participate in product training sessions and stay up-to-date with the latest product features and enhancements
• Share insights and best practice

Education, Work Experience, and Certifications

• Degree or coursework in Computer Science, Engineering, or related fields is beneficial but not a must-have
• 1-2 years of experience in technical support, software engineering, or any customer-facing tech role
• Familiarity with or willingness to learn about software development processes, cloud-based infrastructure, and troubleshooting methodologies
• Some experience with programming languages such as Python, JavaScript, or Ruby is preferred
• Strong problem-solving abilities, excellent communication skills, and readiness to learn new things
• Desire to stay current with industry trends and emerging technologies

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employees must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.