Full-Time

Technical Support Engineer

Posted on 5/28/2024

Common Room

Common Room

51-200 employees

Intelligent community growth platform with AI

Data & Analytics

Mid

Remote in USA

Required Skills
Communications
Hubspot
Zendesk
Salesforce
Requirements
  • 2+ years of relevant work experience in technical support, solutions architecture or a similar role
  • Bachelor’s degree in Computer Science, Information Technology or related field
  • Experience with troubleshooting, debugging complex issues, and delivering clear customer solutions
  • Experience with setting up and troubleshooting webhooks, API integrations, and CRM systems (Salesforce and HubSpot)
  • Experience with support tooling including Zendesk, Slack, Thena, etc.
  • Excellent written communication and interpersonal skills
  • Strong problem-solving skills and attention to detail
  • Thrive in a fast-paced environment and enjoy building from the ground up
  • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
Responsibilities
  • Triage, investigate, and resolve support requests of all ranges of complexity, working both independently, in concert with Product and Engineering
  • Support customers via email, Slack and scheduled conference calls when necessary
  • Manage timely and exceptional communications with internal and external parties in order to meet customer SLAs
  • Troubleshoot customer issues and assist with identifying bugs and defects, including clear replication instructions
  • Design, develop, and publish knowledge base articles in collaboration with the product team to ensure technical documentation is accurate and up to date
  • Participate in product testing, providing feedback and submitting feature requests to the product team on issues and improvements
  • Drive operational excellence around support tooling

Common Room is an intelligent community growth platform that utilizes product usage data, intent signals, and CRM insights to empower sales, marketing, and community teams. The platform integrates with various tools and provides AI-powered insights to understand user sentiment, track customer engagement, and identify revenue opportunities.

Company Stage

Series B

Total Funding

$72.6M

Headquarters

Seattle, Washington

Founded

2020

Growth & Insights
Headcount

6 month growth

5%

1 year growth

16%

2 year growth

38%