How you’ll make a difference:
As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer will provide second tier, technical support utilizing application expertise, exploration of system data, and technology stack. You will also work closely with Product Managers, Developers, Dev Ops and other experts to troubleshoot and identify solutions for customers utilizing built-in functionality whenever possible, identifying alternative approaches when necessary, building a reproducible case for identifying bugs, or clarifying product enhancement requests.
You will be integral to Allego’s success through:
- Investigating support incidents escalated from the internal Customer Success Team. Support may include data gathering and documenting for clear understanding of the reported problem.
- Reproducing or isolating possible culprits using log analysis, data review, testing in development environments, and working directly with the external customer
- Identifying gaps in CS knowledge and push to close those gaps by escalation to responsible parties and creation of documentation where appropriate
- Be the Intersection of product expertise and customer insights to understand what the product functionality is capable of and how the functionality is put into practice
- Be able to advise PM, developers or CS when necessary
- Be a customer advocate by submitting and track bug remediation and/or functional enhancement on customer behalf
Requirements
The ideal candidate will have:
- Knowledge of relational databases and understanding of SQL
- Familiarity with cloud services (AWS a strong plus)
- Ability to develop documentation based on information from software developers to support Customer Success and customers
- Ability to work independently as part of a team that is largely remote
- Bachelor's Degree, certification in a related field or 2 years experience working in a technical support, help desk, or SAAS operation environment
Benefits
Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:
- Medical, dental, and vision coverage
- Unlimited vacation
- Paid parental leave
- Health Reimbursement Account (HRA)
- Flexible Spending Account (FSA)
- 401(k) with company matching
- Short & long-term disability, AD&D, and life insurance
- Allego stock options
Compensation: $55,000 - $65,000
Skills Required
- Knowledge of relational databases and understanding of SQL
- Familiarity with cloud services (AWS a strong plus)
- Ability to develop documentation based on information from software developers to support Customer Success and customers
- Ability to work independently as part of a team that is largely remote
- Bachelor's degree, certification in a related field, or 2 years experience working in a technical support, help desk, or SaaS operation environment
What We Do
Allego represents the next era of sales enablement. Our all-in-one, rep-centric platform ensures that sellers have the skills, knowledge, and content they need to optimize team success in a virtual world. In place of traditional training and content enablement tactics – which are rapidly outdated and often ineffective – Allego empowers reps with the activated content they need to close deals faster, and the personalized coaching and learning they require for continuous improvement. And it all happens in the flow of their daily work. Whether it’s providing feedback to one another through asynchronous video, or enhancing their skills through AI-powered coaching and peer-to-peer collaboration, more than 500,000 professionals are using Allego to revolutionize the way they onboard, train, collaborate, and sell.
Why Work With Us
Allego’s Operating Principles are at the heart of our business. They are the fabric of our culture and central to our approach to work, our customers, and each other. You can read more here.
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