Product Support Engineer I

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

Job Summary  

The Product(SW) Support Engineer I plays a key role in ensuring our software and hardware solutions perform seamlessly for customers during and after implementation. This role collaborates closely with Development and other internal teams to evaluate and resolve complex software, hardware, network, and infrastructure issues. The Software Support Engineer I takes ownership of escalations and incident response, driving resolution with a high degree of technical expertise and accountability. Leadership, clear documentation, effective communication, and proactive problem-solving are critical to success in this position. 

Key Responsibilities  

• Lead the end-to-end management of major incidents, including coordinating resources across teams, driving timely communication with stakeholders, overseeing root cause analysis, and implementing corrective and preventative actions. 

• Serve as an escalation point for critical customer support issues, working directly with the Development team to drive timely resolutions through remote and onsite troubleshooting. 

• Analyze and troubleshoot complex, customized software implementations tailored to specific customer environments. 

• Take ownership of the escalation and resolution process, including developing project plans, managing timelines, providing regular updates, and documenting outcomes. 

• Define and implement escalation processes for the Development team, incorporating best practices and industry standards. 

• Develop scalable workflow systems and provide training for current and future team members. 

• Document detailed solutions, workarounds, and technical knowledge in a shared knowledge base for use across departments. 

• Collaborate with Sales, Technical Sales, Services, and Support teams to ensure the success of Poppulo solutions for customers. 

• Partner with all departments and support tiers to build a deep understanding of Poppulo’s software, hardware, and services.
• Lead and facilitate blameless retrospectives  following production incidents to identify root causes and prevent recurrence. 

• Perform other duties as assigned to support organizational goals. 

Technical Skills / Competencies  

• Troubleshooting Expertise: Strong skills in diagnosing and resolving issues across WebApps, Windows/Linux server infrastructure, networks, connectivity, and security.
• Cloud Computing and Storage: Working knowledge of cloud concepts, including AWS (IoT Core, DynamoDB, Lambda, EC2) and Azure.
• Operating Systems: Ability to troubleshoot across multiple platforms, including Mac, Windows, iOS, and Android.
• Ticket Management: Proficiency with ticket management systems for tracking and maintaining support records.
• Networking: Solid understanding of network hardware, protocols, standards, and tools such as Fiddler, Wireshark, and Postman for network testing.
• Databases: Experience with relational and non-relational databases, including administration and maintenance, with specific expertise in SQL/MySQL administration and queries.
• Remote Support: Hands-on experience providing support using remote support tools.
• Virtualization and Containerization: Exposure to technologies such as VMware, Docker, and Kubernetes.
• Applications: Familiarity with at least some of the following tools: Jira, Confluence, Logz.io, MS Teams, Pingdom, and Power Automate.
• Web Troubleshooting: Proficiency in using Browser DevTools, including Console and Networking tabs, for diagnosing web application issues.
• Scripting: Knowledge of scripting tools and languages, including at least some of the following: Visual Studio, VS Code, Python, Node.js, and PowerShell.
• Data Interchange Formats: Understanding of data formats such as XML, JSON, YAML, and CSV.

Education & Experience  

• Bachelor’s degree in Computer Science, related technical discipline, or equivalent professional experience. 

• 4 - 6 years of experience supporting complex enterprise software and networking/systems. 

• 3+ years of experience managing client relationships in a SaaS environment. 

• Demonstrated success in fast-paced, high-growth technology environments, handling diverse responsibilities. 

• Experience consulting with and training internal teams on technical solutions and best practices. 
• Proven ability to prioritize and manage escalation queues based on customer and business impact. 

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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