Technical Support Engineer
Technical Support Engineer
Posted on :
05-04-2025
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1 Vacancy
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Job Description
WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in todays overwhelming digital world. Using analytics engagement guidance and automation WalkMes transparent overlay assists users to complete tasks easily within any enterprise software mobile application or website.
As a Technical Support Engineer you will report to the Support Manager. You will be the trusted point of contact for WalkMes portfolio of customers beginning from the point of sale and extending through onboarding project success and renewals. As a Technical Support Engineer you will play a crucial role in delivering prompt and effective solutions to our customers ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally you will actively contribute to our knowledge base and customer community enhancing the overall customer experience.
What Youll Own
- You will communicate with customers primarily by email live chat and outbound phone calls/screen shares (some inbound calls will be necessary)
- You will be a trusted contact for WalkMes portfolio of customers to help promote product knowledge and selfsufficiency during inthemoment support interactions
- You will gain an indepth knowledge of the WalkMe product and its available features
- You will engage customers to understand what they are trying to achieve so we can ensure they have the right how to achieve it
- You will learn and retain product knowledge to understand and apply WalkMes best practices for usage of the product
- Always think of creative ways that WalkMe can achieve a better overall experience and share those with our management team
What You Need to Succeed
- 1 year experience in software support or customer service
- Beginner to intermediate knowledge of HTML jQuery CSS
- Problemsolving mentality with a customerfirst mindset
- Experience communicating in variety of formats (written live chat conference calls inperson)
- Comfortable using application logs browser dev tools and other tools to investigate issues
- An ability to quickly understand and articulate new technologies.
- Ability to work independently with little direct supervision and as part of a team
- Excellent analytical and organizational abilities
- Ability to remain calm composed and articulate when dealing with tough customer situations
- Must be able to work weekend evening hours and holiday shifts as required
What Sets Us Apart
- At WalkMe we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay employee resource groups holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- We seek to hire and develop the best talent bringing a range of perspectives experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity insight and market innovation. We welcome and encourage applicants from across different genders gender identity and expression sexual orientation race age national origin citizen status religion body size socioeconomic status ability neuro(a)typicality physical appearance veteran status or any other characteristic.
- Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively.
- Supportive Culture: We focus on the whole person celebrating what makes us unique and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Comprehensive Health Care Coverage for our Employees and Families 401(k) program with company matching (up to $5000 and a vacation policy to encourage a healthy worklife balance.WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
- WalkMe helps international companies such as: IBM LinkedIn Walgreens Microsoft Adobe Hersheys Quest Diagnostics and more!
- Join our dynamic team and contribute to the success of our products by providing users with an exceptional experience through WalkMe. If you are passionate about enhancing user experience and have a keen eye for detail we would love to hear from you.
At WalkMe we approach Diversity Equity and Inclusion (DEI) with the same level of collaboration and innovation that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
Weve made this commitment not only because its the right thing to do but also because we know that having diverse perspectives experiences and identities on our team helps us to better meet the diverse needs of our global clients. While were not yet where we want to be our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe we achieve our goals.
Our job titles may span more than one career level. The starting OTE for this role is between $55000 and $70000. The actual base pay is dependent upon many factors such as: training transferable skills work experience business needs and market demands. The base pay range is subject to change and may be modified in the future.
TO ALL RECRUITMENT AGENCIES:
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any thirdparty agency or company that does not have a signed agreement with the Company for this specific role.
Employment Type
Full-Time
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