Technical Support Engineer
About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive. In an age where innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016 we have grown to over 2,000 customers globally, including brands like Slack, Reddit, Glossier, and Asana.
The Technical Support Engineer role is a very dynamic position on our Customer Care team where you spend the majority of your time providing technical assistance, troubleshooting and resolving customer problems. You will interface with engineering on various product issues and contribute to projects revolving around support processes and tools to create a stellar customer experience for both our teams and external clients with technical challenges. People who do well in this role are excited to work directly with customers, enjoy troubleshooting, and have excellent communication skills.
Responsibilities
- Keep in close contact with front line feedback by helping customers troubleshoot technical support topics including HRIS and SCIM integrations, SAML SSO, API, SFTP through live chat, email or phone.
- Bug triage and management of tickets to investigate root cause, scope and severity of issues.
- Be a part of our Customer Care incident response team and work with engineering on resolution communication to internal teams.
- Continue to make our processes better through data driven decision making to support needs of our team including updating internal tooling, documentation and in scope engineering tasks.
Desired skills and experience
- Technical and/ or engineering background- experience reading and writing code
- Friendly, empathetic, communication style and are excited to work with our customers and internal teams. You are passionate about making our customers personally and professionally successful.
- Strong product support, database administration, SQL, and log integration background
- Some basic automation knowledge and comfortable scripting is desirable
- Outstanding communication and project management skills.
- Strength in multi-tasking, prioritization, attention to detail, and organization
Why Lattice?
- We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
- The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
- Partner with 2,000+ companies around the world to make sure their employees are engaged and performing at a high level
- A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
- Competitive salary, equity, and benefits
- Centrally located FiDi office
- Flexible vacation/time-off policy
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Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.