Technical Support Engineer

Confirmed live in the last 24 hours

Locations

Salt Lake City, UT, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Sales

Communications

Requirements

Quality Assurance
Product Management
Sales Engineering
Data Migrations
Product Solutions
Customer Success
Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers
A love for problem-solving, troubleshooting issues, and a strong drive to learn new technologies
Ability to work with new technologies and assimilate information rapidly
1-3+ years experience in Customer Support or similar customer service/technical support role
College graduate with a technical degree or equivalent hands-on experience
Ability to self-manage a dynamically changing workload, and work in a fast-paced environment and prioritize work according to customer impact or severity
A strong desire for growth and career advancement

Responsibilities

Work directly with customers to investigate and resolve technical issues
Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us
Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization, and truly provide our clients with the best experience
You may:
Communicate up-sale opportunities with the Sales Department
Work with Product Owners to help them understand customer needs
Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships
Help the Training team identify where customers may need more targeted or thorough training
Assist the recruiting and HR teams by shaping Support team onboarding procedures
Participating in special projects to gain a more well-rounded understanding of our organization, such as beta testing new features and shadowing other teams
Develop and maintain resources by:
Writing internal knowledgebase articles
Recording tutorials
Contributing to the continuous improvement of our Support site
Training other client-facing teams on basic troubleshooting steps
Presenting in company meetings about updates to Support processes or tools
Contribute to the Customer-for-Life culture by bringing fresh ideas, strong opinions, and a passion for the customer experience

Filevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organizations and serve their clients better. We’re also known for our team of

extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our field—we are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.

Our Mission

Filevine is building the seamless intersection between legal and business by creating a world-class platform to help professionals scale.

The Customer Support team works with customers most frequently, and thus, we are looking for candidates with a passion for providing world-class support. Your job will be to technically understand Filevine’s products and customers to assist with issues, training, documentation, and escalations. We are looking for empathetic, technically skilled problem solvers with a knack for digging to the root of problems and offering solutions. The Customer Support team will work closely with all parts of the organization to ensure the customer experience is seamless and consistent. This also means we hope after the experience is gained, Technical Support Engineers advance their career with Filevine with opportunities in:

- Quality Assurance

- Product Management

- Sales Engineering

- Data Migrations

- Product Solutions

- Customer Success

This is an onsite and in-office position based in Salt Lake City, UT. Reporting to the Manager of Customer Support, you will be responsible for the following:

Responsibilities:

Work directly with customers to investigate and resolve technical issues.
Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us.
Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization, and truly provide our clients with the best experience.

You may:

Communicate up-sale opportunities with the Sales Department.
Work with Product Owners to help them understand customer needs.
Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships.
Help the Training team identify where customers may need more targeted or thorough training.
Assist the recruiting and HR teams by shaping Support team onboarding procedures.
Participating in special projects to gain a more well-rounded understanding of our organization, such as beta testing new features and shadowing other teams.

Develop and maintain resources by:

Writing internal knowledgebase articles
Recording tutorials
Contributing to the continuous improvement of our Support site
Training other client-facing teams on basic troubleshooting steps
Presenting in company meetings about updates to Support processes or tools
Contribute to the Customer-for-Life culture by bringing fresh ideas, strong opinions, and a passion for the customer experience.

Minimum Qualifications:

Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers.
A love for problem-solving, troubleshooting issues, and a strong drive to learn new technologies.
Ability to work with new technologies and assimilate information rapidly.
1-3+ years experience in Customer Support or similar customer service/technical support role.
College graduate with a technical degree or equivalent hands-on experience
Ability to self-manage a dynamically changing workload, and work in a fast-paced environment and prioritize work according to customer impact or severity.
A strong desire for growth and career advancement.

Cool Company Benefits:

- A dynamic, rapidly growing company, focused on helping organizations thrive

- Medical, Dental, & Vision Insurance (for full-time employees)

- Competitive & Fair Pay

- Maternity & paternity leave (for full-time employees)

- Short & long-term disability

- Ergonomic and height-adjustable workstations for onsite employees

- Opportunity to learn from a dedicated leadership team

- Weekly Taco Lunches in the summer/fall/spring for onsite employees

- Centrally located open office building in Sugar House

- Flexible hybrid work schedules depending on the department with some departments offering fully remote positions in the United States (R&D)

- Top-of-the-line company swag

201-500 employees

Website

Legal case management work platform

Company Overview

Filevine's mission is to solve the problem of workplace communication and alignment by empowering professionals to manage their teams and their clients smoothly and effectively. The company has created legal case management software that connects everything from task automation to client communication and timekeeping to legal documents.

Benefits

Medical, dental, & vision insurance
Parental leave
Disability insurance
Ergonomic and height-adjustable workstations
Weekly taco lunches
Flexible hybrid work schedules

Company Core Values

We muddle through complexity
We're responsible for what we say
Entitled to nothing, can earn anything
We're the sum total of our actions
We're self-determined & not a statistic
We're excellent when nobody's looking
We're biased towards action