Technical Support Engineer
Remote - US
70
eNPS Score
- Job Info
- Why Firstup
Who We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
The Technical Support Engineer primarily works on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities.
Responsibilities:
● Become an expert in the product.
● You should have an IT related degree, several years of professional experience, and a passion for solving problems.
● Familiarity with SaaS solutions is preferred.
● Proactively manage and respond to support tickets.
● Excellent organizational skills are a must with prioritizing and multi-tasking being key skills you will use each day.
● Understand, interpret, reproduce, and diagnose customer problems.
● Perform Root cause Analysis.
● Demonstrated experience in one or more of the following additional areas is preferred: Database technology (SQL), Web technology (HTML, JavaScript, CSS, XML), Email Deliverability, CRMs (Salesforce, Microsoft Dynamics CRM), APIs.
● Teach solutions to customers.
● Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
● Experience previously working with customers is essential.
● Collaborate with members of other departments/teams to resolve product issues –escalating issues as necessary.
● Configure customer systems to meet requirements.
● Meet individual case management and SLA Goals.
● Operate as a subject matter expert in at least one product area.
Minimum Qualifications:
● Bachelor’s Degree in Information Technology, or similar field of study, or commensurate professional experience.
● Three or more years of customer service experience.
● Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
● Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. V07052023 1 MONTGOMERY STREET, SUITE 2150 | SAN FRANCISCO, CA 94104 | FIRSTUP.IO
● Ability to communicate effectively with customers.
● Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
● Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS,XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs
$55,000 - $70,000 a year
Firstup expects the base salary for this role to be between $55,000 - $70,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
#LI-TM1
#LI-Remote
To improve the employee experience at every moment that matters, large and small.
To make work better for every worker.
- Every employee is an owner
- Leadership is in our build
- We win as a team
Working at Firstup
Overall Culture Score
4.8/5
CEO Score
Top
5%
Bill Schuh
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our team is full of talented individuals with different backgrounds. I feel like we are all committed to helping each other out, jumping in when someone needs something and they are also funny, easy to work with and great people.
We are a fully-remote organization with a few exceptions. I am used to working from home and comfortable managing my schedule and reaching out when I need something. The people here are really passionate about what we do and building great products and taking care of our customers.
I think the pay is fair and within market. The variable opportunity is also fair and is incentivizing to drive performance.
Diversity at Firstup
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Maternity / Paternity Leave
- Financial Benefits
- 401K / Retirement Plan
- Performance Bonus
- Office Perks
- Work From Home Policy
- Legal Assistance
- Unique Office Space
- Company Social Outings
eNPS
| 75% | Promoters |
|---|---|
| 20% | Passive |
| 5% | Detractors |
Firstup's Employee Net Promoter Score (eNPS) is 70, as rated by 65 employees. This means 75% of Firstup employees would encourage their friends to become coworkers today.
5 Cool Reasons to Work at Firstup
- Join us to create. Be a part of the workforce transforming the employee experience.
- We are the communication pipeline for the world! 40 of the Fortune 100 companies use Firstups's platform.
- As the experts in workforce comms, Firstup employees are creating change and having fun doing it!
- We strive daily to weave DEIB into our culture through our processes, people and decision-making.
- We offer world-class benefits, including our "Fruity Umbrella Drink Bonus." You get paid to take a vacation.