Technical Support Engineer

Overview & Background

We are a fast-growing SaaS company selling a wide, and configurable product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day.  We are hiring a Technical Support Engineer who will be focused on responding to technical inquiries about our software, along with providing training and support to our customers. 

The role’s primary focus will be managing support requests to ensure product adoption. When our customers reach out, this person will be responsible for assessing their support ticket to determine if it is a defect, configuration issue, feature request, or training need.  The Technical Support Engineer will work closely with the services and engineering teams to understand customers’ needs and ensure the software supports their business processes.

The Technical Support Engineer’s goal is to invoke a positive customer experience by accurately diagnosing and quickly resolving their issues ensuring the proper use and adoption of the product.  The ideal candidate has experience managing support requests in a non-scripted environment while providing step-by-step instructional documentation to customers.   

There are growth opportunities for this role! Typically after 6-12 months, technical support engineers can move into other areas of the organization, including:

• Product Management
• QA
• Sales Engineering
• Software Implementation 

If you’re looking to start your career, this is the place.

Essential Duties & Responsibilities

• Demonstrate a deep understanding of the software and best practices
• Comfortable with a fast paced and dynamic work environment
• Execute the support Service Level Agreements (SLA’s) to ensure timely issue resolution
• Facilitate customer meetings and communicate with sales, engineering, and product teams
• Research and identify solutions from internal and external resources to provide accurate solutions to requests
• Work with customers to replicate problems to fully understand and document their issues
• Properly escalate high priority issues to appropriate internal teams
• Ability to prioritize and manage several open issues at one time
• Assure quality of issue resolution - bug fixes, configuration changes, and enhancements
• Train customers to ensure understanding and success with the platform
• Provide input to the engineering, services, and product team about issue trends and suggested improvements
• Author knowledge base articles to educate customers and reduce support tickets

 Qualifications & Requirements

• Currently based in the US
• Excellent problem-solving and analytical skills
• Ability to provide step-by step technical help: written and verbal communication
• Polite, well-spoken, charismatic
• Technical aptitude to master our support tools
• Comfortable with quick, accurate, and persuasive email and phone outreach
• Comfortable working with small, new, and growing teams
• Able to work productively with remote teams
• Experience with customer support tools (e.g., ZenDesk, Jira)
• Excellent organizational and time management skills
• Ability to prioritize and juggle multiple tasks 
• Ability to learn new technologies
• Ability to communicate technical information in an accessible manner to non-technical users

 Is this job right for you?

For you - the ideal candidate - the answer is an easy one:

• You want the freedom to solve problems the way you want: using the latest tools and techniques 
• You are a natural problem solver and thinks outside the box
• You take satisfaction in working with customers and empowering them through learning and education
• You love data and building out processes, and feeding back that data for continuous improvement
• You want to work in a fast-paced environment 
• You have strong interpersonal skills and want to continuously improve through giving and receiving feedback
• A slow, steady smile has spread across your face as you’ve been reading this

 Who Are We?

Rhythm is a small, rapidly growing startup company based in Atlanta, GA. We’ve embraced the economic and technological benefits of serverless computing and a loosely coupled microservices architecture to deliver high-quality, disruptive software to associations and nonprofits.  

Our north star - simple. Delight the customer.

Everything we do, every activity, every bonus plan, and every initiative - centers around creating child-like joy among our customers. Each of us works closely with our customers to deeply understand their needs and capture the nuance in their daily challenges. We use that knowledge to deliver the best, most intuitive experiences we can. What sets us apart is our ability to listen, learn, develop, and delight quickly and consistently. When a customer tells us they feel heard, we know we’re on our game.