Sustaining Support Engineer
WHAT IS BOX?
Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.
By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 100,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.
WHY BOX NEEDS YOU?
As part of a team that is revolutionizing how businesses share and manage content, the Sustaining Support Engineer compliments his/her general knowledge of Box with a focus and deep expertise in process management. This critical role is a cross-functional resource working closely with Product Support, Operations, Business Intelligence, and most importantly, the Box Engineering team, in order to optimize the internal Support toolkit. Our goal is to understand where growth is expected and work on building scalable tools and solutions to 10x our Support agents' ability to solve tickets efficiently.
WHAT YOU'LL DO
- Document problem resolution and provide tools/training/resources to other Product Support teams in order to prevent issues from requiring escalation (where possible), as well as documenting potential self-service solutions for users and developers
- Scale and optimize new or improved processes based on Product Support team feedback
- Work directly with Engineering team to develop and maintain Support's integrations with ENG tools/resources
- Ownership of scripts/tools/processes to define scalable, agile processes to support product escalations in areas where there is significant volume and customer impact
- Regularly review customer-reported issues with Engineering to help enforce/drive discussions with key stakeholders in driving issues to resolution (alongside SAMs and PSE teams)
- Maintain a prioritized backlog of improvement areas/fixes, communicating status updates to key stakeholders and gathering input on future prioritization (aligning to internal operations team)
- Provide project support and training to peers, as opportunities are identified
- Own highly technical customer escalations with clear expectations and timelines
- Act as a Subject Matter Expert on Sustaining Support methodologies and lead this effort for the Product Support organization
- Keep up-to-date with industry best practices around Sustaining Support/Engineering
WHO YOU ARE
- BA/BS degree preferably in Computer Science or Engineering
- 3+ years of experience in a Technical Support Engineer type role
- Passion to drive operational efficiency
- Intermediate understanding and application of project management techniques
- Enjoy improvisation and creative thinking while finding solutions to tricky problems
- Display a high attention to detail and strong analytical skills
- Exhibit excellent written and verbal communication skills
- A team player who works well in collaborative environments
- Must be a Box user (it's free!)
BENEFITS
- Visit this webpage to check out all of our exciting healthcare benefits: https://join.collectivehealth.com/box
- For all other benefits, please check out: Box Benefits + Perks
EQUAL OPPORTUNITY
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
HEALTH AND SAFETY
To promote the health and safety of all Boxers and our communities, in order to "Go to Work" at Box in the U.S., you must be Fully Vaccinated or have an approved accommodation. "Go(ing) to Work" at Box is defined as visiting a Box office, facility, or co-working site, visiting or meeting in person with fellow Boxers, Box clients and/or customers, vendors, or partners, engaging in business travel, and or participating in any Box-sponsored and/or related activity where others are present. If you are fully remote and do not "Go to Work,” the vaccination requirement is not applicable. "Fully Vaccinated" means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are unable to get a vaccine due to a medical condition, a sincerely-held religious belief or another legally recognized reason, Box will consider requests for an accommodation.
For details on how we protect your information when you apply, please see our Personnel Privacy Notice.
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