Product Technical Support Specialist

Keen Decision Systems was founded to solve the biggest challenge in marketing: connecting marketing spend to revenue. By deploying our Bayesian modeling suite, companies of any size get actionable insights into where they can best optimize their marketing spend to drive the business outcomes that matter most.

Keen is different.

As a Inc. 5000 Fastest-Growing Private Company and a Triangle Business Journal Top 10 Best Place to Work, we’re growing quickly. But our growth isn’t the only thing that differentiates us.

At Keen, we’re proponents of a Conscious Culture. Conscious Culture is a workforce built on purpose. A Conscious Culture means that time and effort have been invested in making sure that how our company operates is as important as our business outcomes. Because we work smarter Monday-Thursday, we’re able to offer all employees a three-day weekend.

What is a Product Technical Support Specialist?

At Keen, the Product Technical Support Specialist is the conduit between Client Services and Product Development teams, creating confidence in our willingness and accountability to resolve any issue a user has in the product that we offer to the market. A problem solver and great communicator, the Product Technical Support Specialist works to translate user support needs into actionable steps for the engineers towards resolution and ensures further proactive measures are taken towards preventing recurring support needs. 

What you’ll do as the Product Technical Support Specialist

• Support the Keen organization by owning the triage of any support tickets and management of the ticket transfers & progress until resolution is in production and user notified.
• Design, document and maintain the ticket escalation process for user submitted support tickets 
• Own tooling for support desk ticketing system. Maintain tooling and ensure that alerting is operational and scheduled for proper traffic-control so that any critical tickets are addressed in a timely manner according to our internal & external SLAs. 
• Provide feedback to engineers in JIRA tickets after recreating the steps a user followed and documenting any additional context that will help an engineer to resolve the issue more quickly. 
• Test the tickets’ resolution provided by the engineer once the code is pushed into the development environment and either approve the move to the next environment or send feedback to the engineer for corrective actions. 
• Own a full circle approach to ticket triaging to ensure the issue is properly addressed and unlikely to reoccur. This includes but is not limited to, updating or adding Confluence documentation to bring clarity to product functionality, writing Idea tickets for Feature Requests, and notifying QA of gaps in testing for bugs. 
• Create and maintain Pendo tagging of new and existing features to analyze application usage and utilize insights to identify opportunities for user education or feature enhancements.
• Learn basic product owner responsibilities to help future career path growth opportunities, including subjects such as writing user stories, scrum rituals design & meaning, user feedback analysis

What Tech Stack do we mainly use for support?

• JIRA, Confluence
• Pendo, Slack
• Github, AWS ecosystem, Postgres SQL Database, Figma
• Google Suite

What expertise do the best Product Technical Support Specialist for Keen have?

• The mind of & empathy for a power-user, and the strongest desire to offer a UX that you are proud of.
• Ability to calmly prioritize and work on concurrent projects, activities and tasks under time constraints
• Focused, organized and deadline-conscious individuals with a strong attention to detail to identify, record, and prioritize issues as they arise
• Strong desire to work in a rapidly expanding and fast-paced environment in an early-stage tech company
• Ability to communicate ideas in both technical and user-friendly language
• Excellent problem-solving skills
• 2+ years in User Support roles for software development orgs
• Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent experience/certifications.

Benefits of Working with Keen:

• Keen is using advanced methods and we’re looking to you to move us further forward.  You’ll have the opportunity to apply yourself to an interesting and rewarding career.
• Competitive compensation package.
• Keen’s commitment to Conscious Culture means that: Our work week is Monday - Thursday.  Your Friday is yours to use as you desire.
• Fully remote work from anywhere within the United States.
• Requires periodic travel within the United States for in-person collaboration.

Must be authorized to work in the United States. Unfortunately Keen is not able to provide sponsorship at this time. We hope to be able to do so in the near future! 

Keen Decision Systems is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.