Senior Support Engineer

Conversica is the leading provider of Conversation Automation solutions, with billions of human interactions spanning more than a decade. Our Revenue Digital Assistants (RDAs) supercharge workforces for growth. They enable marketing, sales, and customer success teams to acquire untapped revenue through perfectly structured conversations. Unlike chatbots, they are powerfully human and can hold meaningful conversations at every touchpoint. Conversica RDAs are used by leaders nationwide to get the conversation going and build a Growth Workforce.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in San Mateo, California in Silicon Valley.
As a Tier 2 Senior Support Engineer, you are a technical expert on Conversica's customer support team. You have top-tier diagnostic and troubleshooting skills and a passion for providing best-in-class support and practical solutions for the trickiest tickets. You are proactive, curious, detail-oriented, and a creative problem-solver. You have a lot of knowledge and share it freely and easily - being an SME motivates you. You value teamwork and you are energized about working cross-functionally with other teams to solve problems and achieve great outcomes. If you are passionate about technology and want to make an impact on an evolving support team, then this organization is the right one for you.
This is a US Remote role based based on West coast (Pacific Time Zone).

Responsibilities

• Troubleshoot and diagnose complex technical issues using a combination of internal tools and external resources.
• Effectively engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a top-notch support experience.
• Serve as the next level of escalation on the support team and handle escalated customer tickets professionally and compassionately.
• Triage and escalate bug and problem tickets to product and engineering and serve as a liaison to proactively communicate status updates to customers and internal stakeholders.
• Proactively communicate escalations and outages and their business impact to the leadership team.
• Collaborate with cross-functional teams in product, engineering and customer success on high-priority tickets and product improvements.
• Cultivate a deep knowledge of Conversica's software and collaborate with Tier 1 advisors by sharing knowledge and ticket resolutions.
• Recognize ticket trends, proactively communicate them to the team, and propose solutions.
• Document support ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
• Write and contribute content to Conversica's knowledge base, including troubleshooting guides, FAQs, and knowledge articles.
• Assist customers with questions, basic navigation, and troubleshooting issues related to the product. Most problems require active listening and the ability to ask probing questions to understand the customer’s needs.
• Apply account optimizations and customizations submitted internally by the Customer Success team.

Qualifications

• 3+ years experience in a SaaS technical support role required.
• Proven technical aptitude with the ability to quickly troubleshoot and diagnose technical issues.
• Knowledgeable about sales and marketing tech stacks, including marketing automation platforms, CRMs, and system integrations.
• Strong understanding of logic functions and ability to create formulas. 
• Basic to intermediate knowledge of SQL and ability to write and use SQL statements.
• Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow.
• Able to thrive in a dynamic, fast-paced environment with a bias toward action.
• Excellent written and verbal communicator who is passionate about providing a next-level service experience.
• Passionate about technology and able to learn systems quickly.
• Proven problem-solving, critical thinking, and time-management skills.
• Self-motivated and able to work independently and in working groups.
• High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.
• Ability to work remotely between the hours of 7:00 am and 5:00 pm Pacific Time, Monday - Friday.
• Preferred location on West coast, Pacific Time Zone.

Our compensation reflects the cost of labor across several US geographic markets. This is a full-time, hourly non-exempt position. The hourly rate ranges from $28.00 - $30.00 per hour plus 10% variable for an approximate OTE of $64,064/year—$68,640/year. Pay is based on a number of factors, including market location and job-related knowledge,