At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.
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Job Overview:
Khoros is looking for a dynamic, creative, and forward-thinking Senior Technical Support Engineer to manage a team of technical support engineers who support our global customer base. You will lead a team of Technical Support Engineers to solve customer problems, identify application bugs, escalate support cases, work with the Support organization leadership team, make staffing recommendations, monitor operational efficiency, provide coaching and feedback, and lead team meetings. You understand what it takes to build trusted relationships that drive results.
The Senior Technical Support Engineer role is experienced technically and is responsible for making the rest of the team more effective. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest web tools and platforms. To do so, we use Web 2.0 architecture, HTML, CSS, JavaScript, relational databases and networking in our day to day lives. This means a proficiency with programming, script languages, and relational databases is definitely experience that’s helpful to succeed. If your background includes a strong social web interest, that’s a serious plus!
We will teach you how to identify and troubleshoot issues, understand how customers use Khoros’ applications, and recognize the challenges that our customers experience when products or their implementation are not working as expected.
We are looking for an individual that has led a team and can work with a distributed team.
As part of a global 24/7 support team, occasional rotation within an on-call system for specific weeks or weekends may be required, so please be aware of this prior to applying.
Some responsibilities include:
You might be a good fit if:
The base salary range for this role is $65,000-$70,000 with a 15% Bonus. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience — talk with your Talent Acquisition Partner to learn more.
At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know confidence levels and imposter syndrome can get in the way sometimes. We don’t want either to get in the way of finding awesome candidates!
About Khoros
The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.
Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.
Our Core Values
Accountability - We embrace an ownership mentality
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