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Support Engineer

Happeo

Happeo

Customer Service
New York, USA · New Jersey, USA · Massachusetts, USA
Posted on Friday, January 26, 2024

Who we are

We’re Happeo — a team of passionate problem-solvers, working hard to build the best next-gen intranet out there. Spread across (home) offices, generations, and time zones, we’re on a mission to help organizations grow in extraordinary ways.

About the role

We are looking for a Technical Support Engineer to support our customers across all NA time zones based in (and around) New York/Boston.

As a Technical Support Engineer at Happeo, you will play a critical role in ensuring the smooth operation and satisfaction of our customers. You will provide expert technical support to our users, troubleshoot complex issues, and work with development teams to improve our application. We are looking for someone with a strong technical background, excellent problem-solving skills, and a passion for helping others.

What you will be doing

  • Act as the contact for our customers, our first line support team and other customer facing teams, responding to all their questions revolving our platform, services and any other matters that may occur;

  • Investigate and resolve (technical) issues;

  • Improve the customer experience and drive initiatives that increase their likelihood of success on our platform;

  • Escalating issues towards the engineering team and chasing open issues to communicate status towards the customer;

  • Work closely with Support, Customer Success and Product teams on understanding ways to improve the product by advocating for our customers;

  • Work as part of a team of specialists/engineers that globally ensure 24 hour customer support;

What you bring

As a technical support engineer you bring a blend of creative thinking, sound judgment, and effective problem-solving skills. Your attention to detail sets you apart, ensuring that no aspect is overlooked. Navigating the interface between technology and business is in your nature and customer-focused environments are where you feel the happiest. You have genuine curiosity to stay updated on emerging technologies and you’re driven by continuous learning.

Technical experience:

  • Experience in a customer-facing technical support role;

  • Experience with managing hosted services/Software-as-a-Service (SaaS);

  • Experience with Google Workspace/Azure/Okta Admin Environments (certifications are a bonus);

  • Experience in working with IAM processes;

  • Excellent interpersonal skills;

Nice to haves:

  • Experience in querying/reading BigQuery and Google Cloud SQLs;

  • Experience working with Zendesk & Jira software suites;

  • Strong understanding of networking concepts, including TCP/IP, DNS

What we offer

  • Lots of flexibility and autonomy: we won't tell you how to do your job, you're the expert!

  • Flexible working hours/location

  • Healthcare, including dental and vision

  • 25 days of paid time off

  • 401K: 4% match

  • Paid parental leave

  • Monthly wellbeing budget

  • Phone subscription

  • Happeo options plan

We will be closing the role as soon as we find the right candidate. If you feel we can be a great fit for each other, apply to our role and we’ll be more than happy to review your profile :)

Come as you are!

At Happeo, we are dedicated to fostering a workplace where every individual, regardless of their background, identity, or perspective, feels valued and appreciated. Our commitment to diversity and inclusion extends beyond mere words, and we wholeheartedly encourage candidates from all walks of life to join us in our mission. We recognize that true strength lies in the unique experiences and perspectives that each person brings to our team. Join us, and let's build a more inclusive, diverse, and equitable future together.