We believe greatness happens when the makers of our world -- the industrial heroes who build things, fix things, grow things, and dig things -- are empowered by technology and data-assisted intelligence instead of being hampered by paperwork and analog processes. We are developing powerful, user-centric software that is creating better outcomes, more work opportunities, and awesome products at some of the largest companies in the world. At Parsable, you'll find a team hungry for your great ideas and innovative thinking, and when you take your seat on our rocket ship, your efforts and insights will help us move the needle even faster. We think you'll agree that Parsable is one of the most unique missions you'll find in a high-growth, Silicon Valley-based company today.

About the Role

Parsable is hiring a Support Engineer! We are looking for a highly skilled individual with experience in supporting and troubleshooting software, hardware, and API/integrations. In this role, you will be responsible for providing top-notch enterprise Technical Support for Parsable customers via Email, Phone, and other support channels as required. You will need to be comfortable working in a fast paced start-up environment, where you often need to quickly master and own new tasks and responsibilities.

Support Engineers are expected to deliver effective support to technical and non-technical users across a broad range of technologies. You will collaborate with Customer Success Managers, Implementation Consultants, Product Managers, and Engineers to identify, escalate, and drive technical issues through to resolution. 

Responsibilities

• Following a case from first contact through to resolution. We’re a lean team, so ownership over every interaction and escalated case is extremely important. You will feel comfortable shepherding cases and escalations, collaborating with other Parsable teams to ensure your cases get the attention and prioritization they need, including following up in a timely manner with the customer. 
• Review, gather, and surface customer feedback, feature requests, and product enhancement requests. 
• Develop, manage, and contribute content to the Help Center, help.parsable.com. A large portion of effective proactive support is providing top notch self-service materials that are consistently updated with product changes and enhancements. 
• Identify, refine, and establish new support processes to provide our customers with the best possible customer experience.
• Be an internal and external product and subject matter expert, delivering your expert-level knowledge in an effective manner to technical and non-technical users across a wide range of channels.
• Participate in a rotating on-call schedule throughout the year.

Qualifications

• 2+ years working directly with customers in a fast paced environment.
• Strong experience with technical issue troubleshooting, documentation and escalation in a SaaS company.
• Strong written and verbal communication skills, experience communicating technical information to non-technical audiences.
• Comfortable working independently with minimal oversight or direction.
• Strong creative problem solving skills.
• Familiarity with SSO (SAML, Okta, etc), JSON API, JavaScript and Python.
• Ideally proficient in Spanish

You'd be a great fit if...

• Feel comfortable working in a fast-paced start-up environment.
• Consistently go ‘the extra mile’ for the cases you’re working on and for your customers.
• Are a team player, willing to roll your sleeves up and tackle challenges both big and small.
• Can communicate clearly and handle difficult customer situations while under pressure.
• Troubleshoot technical issues across a wide range of technologies effectively and efficiently.