At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.
The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy.
As a , you will have a strong technical aptitude and will be responsible for the overall success of your customers. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, REST APIs, JSON, XML, relational databases and networking in our day to day lives. This means a proficiency with programming, scripting languages, and database construction is definitely experience that’s needed to succeed. If your background includes a strong social web interest, that’s a serious plus!
- Being the named technical contact for our marquee and strategic customers that have elected for our Premium support services.
- Building a trusting relationship with experienced resources to ensure successful long-term engagement with Khoros, driving their adoption, comprehension, and utilization of our product suite.
- Facilitating and leading actions with internal teams while maintaining consistent communication with customers as we move their cases toward resolution.
- Preparing and delivering operational metrics reporting as part of ongoing status reviews to provide customers with a holistic view of their current and past cases.
- Working with product management, engineering, sales, professional services, customer success, and other teams to ensure customer loyalty and long-term usage of the platform.
- Participating in issue triage and, through your product expertise, assist in resolving customer reported defects and questions. You will perform advanced troubleshooting and log analysis as you collaborate with customers to develop solutions and answer inquiries.
- 2+ years of experience in customer and/or technical support roles, ideally with a focus on web applications and Enterprise Software Solutions.
- 2+ years of experience working with customers, managing relationships and setting customer expectations
- Previous demonstrated experience in a few of the following technical domains:
- HTML CSS, DHTML, JavaScript
- J2EE (Java, JSP, Servlets)
- Relational databases (Oracle, MySQL)
- Networking (TCP/IP, SSL, HTTP, etc.)
- Lucene query syntax and Regular Expressions
- Any 3rd or 4th generation programming language and associated software development tools and processes (version control, AGILE, etc.)
This is a United States-based, remote position; however, at this time we are not able to consider candidates living in the following states: Alaska, Arkansas, Delaware, Hawaii, Idaho, Iowa, Kentucky, Nevada, North Dakota, South Dakota, Tennessee, Vermont, West Virginia and Wyoming.
The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.
Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.
- We embrace an ownership mentality
- We are obsessed with achieving customer value
- We move with urgency and purpose
What We Do
Khoros is a global leader in digital-first customer engagement software and services. We build enterprise software and offer expert services for digital customer service, messaging, chat, online brand communities, and social media management. Our platform is used by over 2,000 of the world's biggest and best brands to help them create customers for life.
Why Work With Us
At Khoros, we’ve worked hard to create a culture where every employee is valued. We’re made up of many backgrounds and perspectives, and we strive to celebrate our differences to create a collaborative and respectful workplace. We hire for potential, offer learning opportunities, and encourage growth within the organization to advance your career.
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