Support Engineer

Location: Denver, CO

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

Located in Denver | Reports to Director of Customer Success:

FullContact was founded in 2010 with a goal of solving the world’s contact management problem. We’re the leading open platform for 360 degree customer, company and relationship insights for forward-thinking companies who truly believe in the value of authentic customer relationships.  Delivered via a suite of easy-to-integrate APIs, FullContact provides broader data, deeper insights and actionable intelligence about the people, companies and relationships that matter most.    

The Role:  

You have real world development experience with APIs, good technical acumen, and an enthusiasm for helping technically savvy customers to overcome complex challenges. You will be an integral member of our Customer Support team, and responsible for solution management on support tickets and customer meetings including troubleshooting issues and/or questions, technical escalations, liaising with product & engineering and relationship management.

Responsibilities:

  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience via Zendesk.
  • Develop and maintain a deep technical understanding of FullContact's data solutions products and APIs.
  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain integrations with FullContact.
  • Drive resolution of technical escalations, including identification of root cause and issue resolution.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Advocate for the customer by understanding their needs, figuring out the root cause of any problems they encounter, permanently fixing issues, and driving improvements in products and processes to ensure that customers are fully satisfied and derive maximum value from their investment in FullContact.
  • Build and manage knowledge base content to drive support scalability and improve customer self service capabilities.
  • Aid Customer Success Managers with problem solving, best practices, and technical solution architecture guidance through phone calls or in-person meetings with customers.

About You:

  • 3-5 years experience in technology, preferably SaaS.
  • You consider yourself a technical “Builder” of products, solutions, and technologies.
  • You have an established track record of supporting complex products and solutions for customers in a customer support capacity.
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person).
  • Experience with Zendesk or analogous support platform.
  • Ability to authentically connect with a tech-savvy developer audience.
  • Good technical acumen and experience with APIs - you can sling some code if needed and can test internal and external APIs to surface bugs and/or nuances.
  • Routinely plays with APIs (curl, Postman, etc.). - this is a requirement.
  • Experience solving web application issues using standard development tools.
  • Ability to work in a dynamic startup environment, multi-task, and perform under pressure.
  • High level of energy, efficiency, and flexibility.
  • You can listen to a customer’s needs and be creative in solving those needs while also being action-oriented to deliver high quality results.
  • Strong analytical skills, both quantitative and qualitative. A problem solver who is able to make smart simplifying assumptions.
  • Aptitude for learning new technologies quickly (we have frequent product releases and integrations) and ability to think creatively.
  • Solid technical background (BS or MS in Computer Science, EE, or commensurate experience is preferred but not required).

FullContact is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

 

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