Support Engineer I

Seismic is a leader in sales enablement technology delivering integrated solutions that connect marketing sales and buyers to drive meaningful engagement. We developcutting-edgeSaaS solutions ensuring innovation quality and global reach to meet our customer needs.

We specialize in delivering modern scalable and multi-cloud solutions that empower businesses to succeed in todays digital era. Leveraging the latest advancements in technology including Generative AI we are committed to driving innovation and transforming the way businessesoperate.

The Support Engineer I is a key member of the Customer Support team directlyassistingusers of our software which isutilizedby some of the worlds largest brands and agencies. This individual will work collaboratively with customers and internal resources to field research diagnose and resolve inquiries.

The ideal candidate is a self-starter with a positive motivated attitude who thrives in dynamic environments. If you are someone who is passionate about technology tech support and customer service capable of handling diverse situations effectively via customersupportcasesand chatconversations we want to hear from you!

• 2-3 years of relevant work experience.

• Positive motivated and proactive attitude.

• Strong academic recorddemonstratedsuccess in achieving goals and aBachelorsdegree preferred.

• Ability to empathize with customer concerns and understand their key businessobjectivesand challenges.

• Comfort and adaptability in dynamic environments with changing priorities.

• Excellent organizational time management multitasking and attention to detail skills.

• Analytical mindset with the ability to recognize trends in customer submissions.

• Proficiencywith written and oral communication ensuring clarity and precision.

• Strong listening skills and the ability to interpret complex questions.

• Demonstrated interest in technology and solving challenging technical problems.

• Desire to work in a high-growth fast-paced environment.

• Comprehensive understanding and technical knowledge across the different Seismic SaaS offerings.

• Ability to troubleshoot common customer issues using tools such as HAR files New Relic logging and browser session information.

• Experience with ServiceNow Jira Salesforce or similar customer service systems is a plus.

• Familiarity with Google AppsiOS and Android Microsoft Officeandother business applications.
• Makesan impact on resolving customer issues while enhancing the ability to resolve issues requiring cross-departmental collaboration.
• May support multiple channels of support.
• Deals with conflict constructively seeks guidance and feedback from others leans on senior team members to learn best practices.
• Communicates clearly and effectively with other engineers and external teams.

• Is able to communicate and interact well with manager team members and other professionals in the team as well as cross-functionally at the same level.

• Assistcustomers with primary issues and follow-up questions.

• Diagnose customer issues and perform initial bug triage todetermineseverity.

• Deliver an exceptional customer experience during all interactions.

• Utilize theKnowledge Baseand other tools to provide answers to customer questions.

• Stay current on software updates by attending product and feature training sessions.

• Demonstrate a growingexpertisein the system andassistwith ongoing Support Team initiatives and projects as needed.

• Document and report bugsencounteredduring support interactions ensuring they are logged accurately for engineering teams.

• Identifyand escalate complex issues.

• Provide detailed and personalized support to customers including best practices and preventive measures.

• Work closely with other support engineers and departments to resolve customer issues efficiently.

• Manage day-to-day case work and assigned tasks in a reliable manner.

• Produce high-quality work and resolutions with limited direction.

• Determinethe best course of action fortimelyresolution.

• Providetimelyresponse and escalation of customer issuesin accordance withestablished SLAs and support processes.

• Regularly contribute tointernal supportmeetings by taking ownership of cases and sharing insights on the cases reviewed. Occasionally lead the L1 call.

• Follow best practices around queue management and stay within target queue size.

• Take ownership of cases comparable to other team members.

• Manage case and chats for high customersatisfactionsscores with minimal backlog and low MTTR.

• Contributeto the support knowledge base for customers and internally.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process please click here.

Headquartered in San Diego and with employees across the globe Seismic is the global leader in salesenablement backed by firms such as Permira Ameriprise Financial EDBI Lightspeed Venture Partners and T. Rowe Price. Seismic also expanded its team and product portfolio with the strategic acquisitions of SAVO Percolate Grapevine6 and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender age race religion or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.