Technical Support Hero

  • Boomtrain
  • San Francisco, CA, USA
  • Aug 24, 2019

Job Description

We're looking for a fearless Technical Support person who wants to be the first in the group and build out all of the things we need to thrive as a wildly growing startup.This person needs to be comfortable to jump in and roll up their sleeves, supporting our customer base when using the Boomtrain platform. Our team will rely on you to lead the charge to fill and maintain our knowledge base, help our customers when using our platform, and work closely with engineering and customer success teams to ensure any technical issues that arise are annihilated in a timely manner.Responsibilities:;Help customers navigate any hiccups that occur during our integration process;Check on customer data to ensure it's valid and it's flowing into our systemHelp us nail down our Support process and ticketing system between Jira and;Escalate bugs to our engineering team after exhausting your ideas and ensure to boomerang the solution back to the CS team and Customer;Build and maintain our knowledgebase so our team can spend less time manually replying to questions and support inquiries, and more time providing the right resources ahead of time;Work with your CS team and directly with customers to remove any barriers to successWe work in a stack that looks like this:;HTML/CSS;JavaScript (Node.js) and jQuery;Java;Postgres, SQL, MongoDB, PostFix, Cassandra, Redis;AWS;​Rest API;Jira;Salesforce;;Intercom.ioTo be successful in this role, SQL and HTML/CSS/JS are absolute, but you should have an curiosity to learn and fix, which will help you learn the other things listed above.Requirements:;At least 3 years of experience in Technical Support;Fluent in SQL and data analysis;1+ year of HTML/CSS/JS;Huge Bonus;Experience with Email Service Providers (ESPs);SendGrid, WhatCounts, etc.;Experience supporting products with API;Experience with email marketing or personalization platforms