Technical Support Engineer
Top Benefits
About the role
Who you are
- If you thrive on problem-solving, enjoy coding, and are excited by integrating cutting-edge AI, this role is for you
- Experience: 3+ years of progressive experience in a technical support, DevOps, or software engineering role, preferably in a SaaS environment
- Technical Proficiency: Strong hands-on experience with:
- Ruby on Rails for backend development
- PostgreSQL for database management and querying
- React.js for building intuitive user interfaces
- AWS cloud services
- Familiarity with AI/ML concepts, natural language processing (NLP), or prompt engineering
- Proven ability to write code for automation and integrate with AI services/frameworks
- Experience in training, deploying, or managing AI models is a strong plus
- Problem-Solving: Exceptional analytical and problem-solving skills, with a keen attention to detail and a methodical approach to debugging complex systems
- Communication: Excellent written and verbal communication skills, capable of conveying complex technical information to both technical and non-technical audiences
- Collaboration: Ability to thrive in a fast-paced, collaborative team environment, managing multiple priorities effectively
- Tooling: Experience with support ticketing systems Salesforce Service Cloud
What the job involves
- We’re seeking a highly skilled, proactive Technical Support Engineer to join our dynamic Support team
- This pivotal role blends deep technical expertise with a passion for customer success, tackling complex escalated issues, and significantly improving product reliability and user experience
- Beyond traditional support, you'll innovate by designing and building AI agents and writing code using our proprietary AI framework to revolutionize customer support
- Solve Complex Technical Challenges: Act as a primary escalation point for intricate technical support cases, providing in-depth diagnostics and effective resolutions to ensure customer satisfaction
- Collaborate Cross-Functionally: Work closely with our Quality Assurance, Engineering, and Product teams to identify root causes, troubleshoot system-wide issues, and influence product improvements
- Develop AI-Powered Solutions: Design, develop, and deploy AI agents and conversational interfaces to automate support queries, enhance self-service capabilities, and streamline internal workflows
- Code on our AI Framework: Write clean, efficient, and well-documented code using our internal AI framework to build, integrate, and optimize AI-driven tools that scale our support operations
- Build & Maintain Internal Tools: Develop and enhance custom scripts and applications to improve the efficiency, automation, and reporting capabilities of our Support and Customer teams
- Elevate Team Expertise: Provide technical guidance, mentorship, and training to junior support engineers, fostering a culture of continuous learning and excellence
- Drive Proactive Improvements: Monitor and analyze support metrics, customer feedback, and AI agent performance to identify trends, pinpoint areas for improvement, and implement preventative measures
- Document & Knowledge Share: Create and maintain comprehensive documentation for support processes, technical solutions, and AI agent configurations, ensuring accessible knowledge for the entire team and customers
- Champion Customer Success: Communicate technical information clearly and empathetically to customers, ensuring their needs are met and providing an exceptional service experience
Benefits
- 100% Employee Paid Medical, Dental, & Vision
- Work From Anywhere
- 401k plan
- Free Monthly Gigabit Internet For Your Home Office
- Open Vacation Policy
- Paid Parental Leave Up To 16 Weeks
- Work From Home Setup On Us!
- One Medical Membership (including Tele-Medicine)
- Quarterly Swag
- Generous Employee Referral Program
- HSA / FSA Savings Accounts
- Disability Benefits (Short Term & Long Term) Paid By Us!
- Annual Learning Stipend
- Internal Coaching For Leaders
About Qualified.com
For more than a decade, B2B sales and marketing teams have been operating the same way. CMOs spend tons of money to drive qualified leads to your website, and if they want to talk to sales, you ask them to fill out lead capture forms that always end with "Thanks, someone will get back to you shortly." The problem? Buyers move onto other things and sales reps struggle to engage buyers and start the selling process. Simply put, the process that marketing teams use to pass leads to sales is broken.
A new category of software has emerged, and it's called Conversational Marketing. The concept is simple. When qualified leads land on your site, we'll alert your reps in real-time and allow both parties to start a conversation instantly via chat, voice calls, and screen sharing. Conversational marketing is the rare opportunity for your company to completely change the game on how you interact and engage with qualified prospects. Your buyers will be thrilled about the new experience and your business will feel the impact to the metrics that matter most, pipeline and revenue.
Technical Support Engineer
Top Benefits
About the role
Who you are
- If you thrive on problem-solving, enjoy coding, and are excited by integrating cutting-edge AI, this role is for you
- Experience: 3+ years of progressive experience in a technical support, DevOps, or software engineering role, preferably in a SaaS environment
- Technical Proficiency: Strong hands-on experience with:
- Ruby on Rails for backend development
- PostgreSQL for database management and querying
- React.js for building intuitive user interfaces
- AWS cloud services
- Familiarity with AI/ML concepts, natural language processing (NLP), or prompt engineering
- Proven ability to write code for automation and integrate with AI services/frameworks
- Experience in training, deploying, or managing AI models is a strong plus
- Problem-Solving: Exceptional analytical and problem-solving skills, with a keen attention to detail and a methodical approach to debugging complex systems
- Communication: Excellent written and verbal communication skills, capable of conveying complex technical information to both technical and non-technical audiences
- Collaboration: Ability to thrive in a fast-paced, collaborative team environment, managing multiple priorities effectively
- Tooling: Experience with support ticketing systems Salesforce Service Cloud
What the job involves
- We’re seeking a highly skilled, proactive Technical Support Engineer to join our dynamic Support team
- This pivotal role blends deep technical expertise with a passion for customer success, tackling complex escalated issues, and significantly improving product reliability and user experience
- Beyond traditional support, you'll innovate by designing and building AI agents and writing code using our proprietary AI framework to revolutionize customer support
- Solve Complex Technical Challenges: Act as a primary escalation point for intricate technical support cases, providing in-depth diagnostics and effective resolutions to ensure customer satisfaction
- Collaborate Cross-Functionally: Work closely with our Quality Assurance, Engineering, and Product teams to identify root causes, troubleshoot system-wide issues, and influence product improvements
- Develop AI-Powered Solutions: Design, develop, and deploy AI agents and conversational interfaces to automate support queries, enhance self-service capabilities, and streamline internal workflows
- Code on our AI Framework: Write clean, efficient, and well-documented code using our internal AI framework to build, integrate, and optimize AI-driven tools that scale our support operations
- Build & Maintain Internal Tools: Develop and enhance custom scripts and applications to improve the efficiency, automation, and reporting capabilities of our Support and Customer teams
- Elevate Team Expertise: Provide technical guidance, mentorship, and training to junior support engineers, fostering a culture of continuous learning and excellence
- Drive Proactive Improvements: Monitor and analyze support metrics, customer feedback, and AI agent performance to identify trends, pinpoint areas for improvement, and implement preventative measures
- Document & Knowledge Share: Create and maintain comprehensive documentation for support processes, technical solutions, and AI agent configurations, ensuring accessible knowledge for the entire team and customers
- Champion Customer Success: Communicate technical information clearly and empathetically to customers, ensuring their needs are met and providing an exceptional service experience
Benefits
- 100% Employee Paid Medical, Dental, & Vision
- Work From Anywhere
- 401k plan
- Free Monthly Gigabit Internet For Your Home Office
- Open Vacation Policy
- Paid Parental Leave Up To 16 Weeks
- Work From Home Setup On Us!
- One Medical Membership (including Tele-Medicine)
- Quarterly Swag
- Generous Employee Referral Program
- HSA / FSA Savings Accounts
- Disability Benefits (Short Term & Long Term) Paid By Us!
- Annual Learning Stipend
- Internal Coaching For Leaders
About Qualified.com
For more than a decade, B2B sales and marketing teams have been operating the same way. CMOs spend tons of money to drive qualified leads to your website, and if they want to talk to sales, you ask them to fill out lead capture forms that always end with "Thanks, someone will get back to you shortly." The problem? Buyers move onto other things and sales reps struggle to engage buyers and start the selling process. Simply put, the process that marketing teams use to pass leads to sales is broken.
A new category of software has emerged, and it's called Conversational Marketing. The concept is simple. When qualified leads land on your site, we'll alert your reps in real-time and allow both parties to start a conversation instantly via chat, voice calls, and screen sharing. Conversational marketing is the rare opportunity for your company to completely change the game on how you interact and engage with qualified prospects. Your buyers will be thrilled about the new experience and your business will feel the impact to the metrics that matter most, pipeline and revenue.