Support Software Engineer

Role: Support Software Engineer

Description: The Support Software Engineer is an integral part of our growing engineering team. We are looking for an engineer ready to roll up their sleeves and become an expert in our products. You are ideally a self-starter with an ownership mentality, carrying problems through to both resolution and root cause. This position will significantly impact customer satisfaction and could grow into a software engineering position.

Compensation: $35,000 - $40,000 USD

What you'll do

• Provide Tier 3 technical support, responding to and resolving escalated technical issues from our customers for Salesforce and web solutions, ensuring minimal time to resolution and an excellent customer experience
• Determine and resolve root causes of customer issues by analyzing logs, debugging code, reproducing issues, working directly with customers in their environments, and utilizing other troubleshooting techniques
• Collaborate as liaison between front line Support, Engineering, Product, and other internal teams
• Adhere to escalation procedures for bugs and system impairment issues
• Prioritize your own workload effectively with foresight and attention to detail
• Provide feedback to leadership based on customer experiences, pain points, and issue trends to improve product quality
• Meet or exceed triage expectations as defined by leadership

What we look for

• 3+ years of experience with customer technical support or as a Salesforce Administrator supporting an organization internally
• Experience with Atlassian products for issue tracking and collaboration, including Jira and Confluence
• Experience with Git and Software Development Life Cycle
• Technically proficient with an aptitude for learning new technologies quickly
• Prioritizes and plans in a productive manner
• Enjoys interacting with customers and speaking to large groups
• Excellent problem-solving and analytical skills, with a proactive approach to identifying and resolving complex software issues
• Outstanding oral and written communication skills, including the ability to explain technical concepts clearly to both technical and non-technical audiences 
• Ability to prioritize tasks and carry out responsibilities with minimal direction in a remote environment

What we offer

• An incredible team of smart and supportive people
• A deep feeling of satisfaction and completion
• Fully remote global team working from home
• Stock options to every employee (We are ALL owners)
• Four day work week (Actually a thing)
• $400 office stipend
• Maternity/Paternity leave
• Student loan debt assistance
• Pledge 1% - time off during the year for helping nonprofits
• Health insurance contribution (if in the US)
• Children's 529 college fund assistance (if in the US)

About Blackthorn

We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team in four countries. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1 person companies to Fortune 500s.

Why is our work important

Our apps continue to be easy to use and setup, due to continuous refinements with our UX. Most apps in our space take weeks to implement, ours take hours, and they work more flexibly, achieving significantly more functionality than our competitors. We believe enterprise apps should be as easy to use as consumer mobile apps.

What the job will bring you

A deep level of satisfaction through ownership of your role. You'll get more autonomy than at other companies (we've been told by our team). Connection. Our team is tightly knit, assisted through our annual company trip (as we're remote). Challenge. We're trying to move as quick as possible. This is not for you if you want to sit back and chill. As Ray Dalio says about life: "Meaningful work and meaningful relationships" provide meaning to life. We aim to bring this.