Customer Support Engineer Tier 3 at UJET

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About Us

Our dedicated team and awesome technology are disrupting the customer support space. Our SaaS platform replaces all of the convoluted systems, lines, and contact numbers of standard customer support with a stunningly simple SDK and Smart Actions – fingerprint, verification, real-time sharing (videos, photos, and screenshots) and effortless in-app texting - plus all data is encrypted, keeping customer data secure. We take the frustration out of customer support and in turn, provide a sleek, secure, and modern smartphone-era experience. Join our team as we revolutionize the customer experience!

Opportunity 

Customer Support Engineers connect our Customer Support and Customer Success Management / Implementation teams to our Engineering organization. We dig into complex customer issues, build tools, squash bugs, and coordinate in-depth investigations across multiple groups. We love the challenge of balancing tricky support issues against the need to solve systemic problems and understand the components that make our products work.

We’re looking for excellent communicators and creative thinkers who can identify the root cause of an issue quickly and accurately under pressure. In the process, you’ll learn all about how our infrastructure fits together to reimagine customer support with multi-channel, natively mobile solutions. Because we regularly work with a variety of programming languages and tools, an excitement for learning and the ability to do so quickly and independently will help you find success in this position.

Customer Support Engineering is passionate about supporting our customer-facing teams, improving our product, working together to solve intricate problems, and helping each other develop professionally.

 About You
  • Do you want to solve new problems every day?
  • Do you enjoy combining information gleaned from several different sources to create solutions?
  • Do you find it rewarding to help customers get the most value out of a product for which you are responsible?
  • After you have solved the same problem 3 times, do you find that you simply must find a way to stop it from ever coming up again?
  • Do you like being on a team that trusts and values each other, while also holding each other accountable?
  • Do you find that you naturally make checklists or tutorials for complex processes to avoid mistakes and guide others?
Responsibilities
  • Level 3 support for customer issues: triaging and investigating bug reports, and managing escalations to other teams
  • Developing tools, automation, and monitoring based on observations of customer support trends
  • Supporting essential internal tooling used by our Customer Support teams to solve customer problems, and looking for more opportunities to empower our Customer Success teams
  • Developing a strong understanding of our products and services
  • Regular on-call rotations, where you will help troubleshoot and manage communication during emergencies
Requirements
  • Working knowledge of Linux/Mac OS X, bash/shell command-line tools
  • At least two years of experience in technical support, I.T., or software engineering preferred
  • Proven ability to manage multiple tasks and priorities in a ticket tracking system
  • Strong customer service and collaboration skills
  • Strong written and verbal communication skills, and knowledge of when to utilize one over the other
Bonus Qualifications
  • Fluent in Spanish or Portuguese
  • Expertise in VoIP/SIP/Telecom carrier networking protocols (SIP, WebRTC, etc)
  • Expertise in the configuration of various network devices and services (Routers, Firewalls, VPN, Proxy Connections, MPLS, QoS, etc)

Please include a cover letter with your resume and application in order to be considered.

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, catered lunches Monday through Thursday, monthly game nights, and more!

UJET is an Equal Opportunity Employer
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

201 3rd St, San Francisco, CA 94105

What are UJET Perks + Benefits

UJET Benefits Overview

We offer medical, dental, and vision plans with both employee and dependent coverage options, as well as both traditional and Roth 401 (k) plans. But that’s not all. Easily apply pre-tax funds to your commuter card for easy transportation to and from work. Along with offering fair and competitive compensation packages, all employees have the opportunity to earn UJET shares and stock options. We offer all employees 12 weeks of paid maternity and paternity leave. Unlimited PTO and flexible work hours gives employees the opportunity to work hard while also making time to pursue their passions outside of the office.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity Employee Resource Groups
Internally working on launching very soon!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Home Office Stipend for Remote Employees
Internet and cell stipend during the pandemic.
Professional Development Benefits
Promote from within
Customized development tracks
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