Product Support Engineer

Position Description

Product Support Engineers provide direct technical support on our software solutions to customers across the US.

The ideal applicant is a highly motivated, tech-savvy individual that can apply proper troubleshooting techniques to problems related to our Etrieve Platform. Applicants must be flexible and able to provide sound guidance and direction to clients in a dynamic, ever-changing environment, as well as have a firm grasp of communication and documentation skills to record and log issues as they arise. Providing a positive Customer Experience is the number one goal of the ideal candidate.

This position reports to the Manager of Client Support.

Primary Responsibilities

• Provide professional, friendly technical support for products licensed from Softdocs
• Communicate in a clear and positive manner to work towards resolution
• Take pride in detail of documentation for all issues and resolutions
• Stay in constant communication with clients regarding the progress of their case
• Respond to and follow up on support inquiries by email, support tools, chat, telephone
• Monitor and report on activities and provide relevant management information on any outstanding issues
• Liaise and attend meetings necessary to perform duties and aid business and organizational development
• Attend training and develop relevant knowledge and skills
• Be proactive in learning new features and other product platforms
• Provide feedback and support for internal documentation
• Exhibit strong problem-solving skills
• Manage multiple issues in a fast-paced environment
• Work in a team environment with local and remote team members

Ideal Candidate

• Exhibits strong problem solving skills, with the ability to logically on the fly
• Shows enthusiasm for and enjoys solving technical challenges
• Ability to communicate clearly with experience authoring functional documentation
• Understands how to best respond to customer and internal challenges in a polite, straight-forward and informative manner
• Ability to listen and hear what the customer is not saying – while also hearing what they are saying
• Ability to multi-task and handle multiple concurrent cases
• Ability to learn new concepts and apply them quickly
• Can determine if a problem is an application, operating system or hardware in nature
• Ability to interpret logs in evaluating functional issues
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Minimum Qualifications

• Technical knowledge of Microsoft SQL Server or comparable database using DML commands
• Technical knowledge of web development – HTML, CSS and Javascript
• Technical knowledge of servers and networks
• Ability to clearly convey instructions for application use and operation to users
• Ability to work effectively with all levels and disciplines of management and staff
• Ability to communicate effectively, both orally and in writing

Education and Experience

• Any equivalent combination of education and experience that provides the applicant with the knowledge, skills and abilities required. Examples include (but are not limited to):
• Bachelors or Associates Degree in Computer Science, Information Services, Data Processing, or a related field
• 1-5 years of related experience in information technology or a related field
• 1-5 years of related customer service experience

Working Conditions

• Duties are performed in an office environment or via remote work
• Duties may require non-standard hours on occasion

What We Offer

• Remote Position - this role is 100% remote!
• Direct Access to our CEO - direct access to ask our CEO anything starting day 1!
• Benefits- Medical (PPO & HDHP w/ HSA options), Dental, Vision, 401K, Disability Insurance, $15,000 Life Insurance, flexible PTO, 13 Holidays, paid Parental Leave
• Remote Work Office Set Up - we give you a stipend to purchase the laptop you'd like and
• Supporting equipment you need to do your best work!
• Flexibility - set your work hours while cognizant of work priorities, and being available for clients is critical
• Professional Development - you will develop your skillsets within and outside the role and have opportunities to excel professionally and personally
• Mentorship - direct access to collaborate and learn from senior leaders within and outside your team. Collaboration drives innovation
• People First Company & Team Culture - we want you to bring your professional and personal skills through our virtual doors and we champion having quality time with your family (however you define family). Inclusivity is one of our core values!
• Retention Record - the average number of years an employee stays at Softdocs is 5 to 8 years with employees who have been at the company for 10+ years
• Inclusivity - we are conscious of and continuously strive to be proactive in improving how we are creating an equitable and inclusive environment through initiatives such as our Culture Club, company OKRs, and monthly company meetings

Applicants must be legally authorized to work in the United States. Final offers of employment are contingent upon the successful completion of a background check.