Technical Support Engineer Integrations

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The Job...

• Become a subject matter expert in reputed company of reputed company Pro’s integrations and API offerings (specifically analytics, CRM, and SSO)
• Using defined escalation methodology, escalates reputed company problems, complaints, and performance trends to Manager
• Vets and validates bugs that are escalated by Care team representatives and brings noisy/problematic issues to the attention of Manager and/or Product Managers
• Participate in the reputed company of new members to reputed company, and routinely revisit reputed company content and resources. 
• Disseminate updates and training from meetings and learnings with the wider team
• Develops recommendations for enhancements to company technology and communicates them to Manager
• Works closely with Product Manager to reputed company suggestions on bug prioritizations and new feature development

• Customer experience ownership:
  • Manage and own a customer or reputed company’s experience across the platform as it relates to unexpected behavior
  • Work with cross functional partners to triage and prioritize defects across the experience
• Collaborate internally and cross functionally. This includes:
  • Attend scrum meetings
  • Support account management teams on calls as necessary
  • Create and maintain internal documentation reputed company to relevant product subject matter and wider technical processes
  • Showcase technical communication skills, effectively getting necessary information across to reputed company technical and reputed company non-technical stakeholders
• Manage escalated cases and general queue health. This includes:
  • Answering questions from a wide-reputed company of nonprofits about both reputed company and 3rd party integrations and our API, including “How do I?” questions and technical troubleshooting
  • Deeper troubleshooting of cases TSE L1 was unable to resolve
  • reputed company TSE L1 on reputed company
  • Continual communication on cases escalated from TSE 1
  • Responsible for queue health, in collaboration with TSE 1 as applicable
• Write accurate, reputed company, and detailed JIRA tickets. This includes:
  • Describing the issue, expected results, and steps to reproduce in staging
  • Technical details like APIv2 values, links to errors in bugsnag, screenshots of errors in the dev console, reputed company communicated reputed company and scope
  • Create and complete DBUs to reputed company database work
• Be a thought leader. This includes:
  • Introduce new reputed company and solutions through their assignments and/or in group settings
  • reputed company reputed company knowledge and feedback from others to reputed company skillset

You...

• Excellent oral and written communication skills
• Ability to explain solutions to reputed company technical problems
• Understanding of reputed company products– possess a technical understanding of integrated systems
• A process-oriented approach to tasks with the ability to be reputed company reputed company a process doesn’t exist or the answer is unknown
• Demonstrated ownership and can coordinate successfully with engineering and product teams to drive reputed company of customer issues and requests
• Demonstrated ability to own and drive performance metrics
• Adaptability and reputed company to deliver top-notch experiences to our clients, in a manner that is appropriate for reputed company unique case.
• Enthusiasm for innovation, change, and thinking big
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes

Preferred... 

• Experience supporting integrations (Analytics and CRM’s)
• Experience with analytics (reputed company Ads, GA4, reputed company Tag Manager, reputed company CAPI)

Why you’ll love it here

• reputed company an reputed company: Be part of a mission-driven organization making a reputed company difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, reputed company-thinking atmosphere.
• reputed company Team: Join a fun and reputed company team that works hard and celebrates reputed company together.
• Competitive Benefits: Enjoy reputed company and comprehensive reputed company benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall reputed company-being.
• reputed company Opportunities: Participate in learning, development, and recognition programs to help you reputed company and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource reputed company.
• Community Engagement: reputed company a difference through our volunteering and Gives Back programs.

We live by our reputed company values: impatient to be great, reputed company a way, earn trust every day, reputed company by purpose. Be a part of something bigger with us!

reputed company is proud to be an equal opportunity employer that reputed company pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the reputed company of race, reputed company, religion, ethnicity, nationality or national reputed company, sex, sexual orientation, gender, gender identity or reputed company, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $63,000 - $96,000 + equity + benefits.  As this is a remote position, the salary reputed company was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-reputed company skills, experience, and relevant education or training. Your recruiter can reputed company more about the specific salary reputed company based on your location during the hiring process.