Support Engineer I

About Seismic:
Seismic is a leader in sales enablement technology, providing integrated solutions that connect marketing, sales, and buyers to foster meaningful engagement. We develop innovative SaaS solutions focused on quality and global reach to meet diverse customer needs.

Role Overview:
The Support Engineer I is an integral part of the Customer Support team, providing direct assistance to users of Seismic's software, which is utilized by major global brands and agencies. This role involves collaborating with customers and internal teams to manage, research, diagnose, and resolve inquiries.

We are seeking a self-starter with a positive, motivated attitude, adaptable to dynamic environments. If you have a passion for technology, tech support, and customer service, and can effectively handle diverse situations through customer support cases and chat, we encourage you to apply.

Who You Are:

• 2-3 years of relevant professional experience.
• A positive, motivated, and proactive demeanor.
• A strong academic background with a Bachelor's degree preferred and a proven track record of goal achievement.
• Empathetic understanding of customer concerns, business objectives, and challenges.
• Adaptable and comfortable working in dynamic environments with evolving priorities.
• Excellent organizational, time management, multitasking, and detail-oriented skills.
• Analytical thinking abilities to identify trends in customer issues.
• Proficient in clear and precise written and oral communication.
• Strong listening skills and the ability to interpret complex inquiries.
• A demonstrated interest in technology and a passion for solving challenging technical problems.
• Eagerness to thrive in a high-growth, fast-paced setting.
• Comprehensive understanding of Seismic's SaaS offerings.
• Proficiency in troubleshooting common customer issues using tools such as HAR files, New Relic logging, and browser session information.
• Experience with customer service systems like ServiceNow, Jira, or Salesforce is advantageous.
• Familiarity with Google Apps, iOS and Android, Microsoft Office, and other business applications.
• Ability to resolve customer issues independently and enhance cross-departmental collaboration for issue resolution.
• May support multiple support channels.
• Constructively handles conflict, seeks guidance and feedback, and learns best practices from senior team members.
• Communicates effectively with internal engineers and external teams.
• Collaborates well with managers, team members, and cross-functional professionals.

What You Will Do:

• Assist customers with primary issues and follow-up inquiries.
• Diagnose customer issues and perform initial bug triage to assess severity.
• Deliver exceptional customer experiences in all interactions.
• Utilize the Knowledge Base and other tools to answer customer questions.
• Stay updated on software updates through product and feature training.
• Develop growing expertise in the system and contribute to Support Team initiatives and projects.
• Accurately document and report bugs encountered during support interactions for engineering teams.
• Identify and escalate complex issues.
• Provide detailed, personalized support to customers, including best practices and preventative measures.
• Collaborate with other support engineers and departments for efficient issue resolution.
• Reliably manage daily case work and assigned tasks.
• Produce high-quality work and resolutions with minimal supervision.
• Determine optimal courses of action for timely resolutions.
• Provide timely responses and escalations according to SLAs and support processes.
• Actively contribute to internal support meetings by owning cases and sharing insights. Occasionally lead L1 calls.
• Adhere to best practices for queue management and maintain target queue sizes.
• Manage cases comparable to other team members.
• Achieve high customer satisfaction scores with minimal backlog and low MTTR for cases and chats.
• Contribute to internal and customer-facing support knowledge bases.

Benefits:
Seismic offers comprehensive benefits and perks. Please visit the Global Benefits page for country-specific details.

Equal Opportunity Employer:
Seismic is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other protected classification.