Technical Support Engineer

The Technical Support Engineer - Compliance is a critical role within Podium’s Technical Support Team. We are seeking an experienced, forward-thinking professional to ensure our customers remain compliant with regulatory standards and best practices. This role requires in-depth knowledge of compliance issues related to messaging, spam calls, fraudulent payments, and 10DLC registration. You will collaborate closely with the Customer Success, Fraud team and Support teams and our customers, triaging active issues and identifying trends to help customers maximize the value of Podium’s tools.

What You Will Do:

• Serve as the primary point of contact for compliance-related inquiries, troubleshooting, and issue resolution.
• Monitor and manage compliance with messaging, spam call prevention, fraudulent payment detection, and 10DLC registration.
• Collaborate with Customer Success, Fraud, Engineering, Partnership, and Support teams to ensure a seamless customer experience.
• Analyze data to identify compliance trends and provide actionable insights to customers and internal teams.
• Develop and maintain comprehensive documentation on compliance processes and guidelines.
• Educate customers on compliance best practices and provide ongoing support to ensure adherence.

What You Should Have:

• Experience in Customer-Facing Roles: 2-3 years of experience, ideally within a SaaS business, demonstrating a customer-first attitude and strong sense of empathy.
• Technical Proficiency: Basic understanding of SQL for running ad-hoc queries.
• Effective Communication Skills: Ability to clearly communicate and teach complex concepts to users with varying levels of software experience.
• Problem-Solving and Influence: Ambitious examples of influencing customers to find resolution or value, and demonstrated experience in improving processes or making them more efficient.
• Founder Mentality: Ability to thrive in an open, team-based environment with a proactive, entrepreneurial mindset.
• Documentation Skills: Ability to write and follow technical documentation, ensuring continuity and expeditious resolution for all customers.

How You Will Stand Out:

• Educational Background: Bachelor’s Degree in Business, Information Technology, Computer Science, Legal Studies, Compliance, or a related field, or equivalent work experience.
• Product or Technical Support Experience: Proven experience in product or technical support, particularly in resolving critical problems for a range of customers, from small business owners to corporate executives.
• Analytical and Data-Oriented Approach: Strong analytical skills and a data-oriented approach to problem-solving.
• Advanced Troubleshooting Skills: Proven ability to handle complex technical issues swiftly and effectively.
• Strategic Thinking and Innovation: Ability to identify trends, provide critical customer feedback to inform product decisions, and develop innovative solutions to drive efficiency and enhance customer experience.

Benefits:

• Transparent culture
• Work in this building in Lehi, UT 
• Great opportunities for career growth
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.