Product Support Specialist (Platform)

WHAT IS BOX?  Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.   By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers 100,000+ businesses, including many top Fortune 500 companies who trust our secure collaboration platform to manage the entire content lifecycle.   WHY BOX NEEDS YOU 

It's an amazing time to be working at Box and transforming the content management landscape cannot be done without providing best-in-class support for our developers, administrators, and end users. In this role, we support our users through a variety of channels on all aspects of Box products. We are intelligent, resourceful, clever, and committed. We provide innovative and creative solutions and break through walls to solve our customers' problems. We do not follow scripts. 

WHAT YOU'LL DO 

In this role, you will become an expert on an area of the Box product suite and grow knowledge overtime. You will work on customer-facing activities like troubleshooting and supporting them to optimize their use of Box. You will learn how our largest customers use Box on a day-to-day basis and you will become the voice of the customer to our Product Teams. You will collaborate directly with not only our users but also with other internal teams such as Customer Success Managers, Engineers, Implementation Consultants, and Product Managers to optimize our service. You will develop technically and professionally with these internal connections and benefit from supplemental training on topics and opportunities such as tooling, web development, project management, and personal development.

WHO YOU ARE 

You are curious, resourceful, and enthusiastic about helping others. You are the type of person that likes to take things apart and rebuild them to see how they work. You enjoy learning new technologies. You communicate issues to engineers on a technical level yet speak clearly to customers. You are a self-starter and can easily motivate yourself when given a project or a task. While you may never have considered a role in technical support, you are excited by the idea of revolutionizing how a company resolves its customers' technical needs.

Fine print:

• 2+ years experience in Product Support, Developer Support, or a similar role a plus.

• You are technically savvy with a curiosity for how software works and passion for innovation.

• You desire to become a troubleshooting guru, specializing in API- or integration-related product features with the ability to address complex customer issues by reading documentation, building test apps and scenarios, taking note of reproducible steps, and collaborating with others.

• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.

• You’re passionate about contributing to the ongoing learning and success of your team, and the company, through mentoring and sharing feedback.

• You’re able to intuit customers' needs and advise on ways to improve their organization’s performance with Box with the advanced knowledge you will gain.

• Demonstrated ability managing priorities and adapting in a fast-paced environment.

• You have a high degree of self-awareness, are adaptable in changing environments and can maintain composure – you model this for your team.

• You can write code in at least one language to gather data from web services and use it for your own purposes.

• You understand web services, including transport protocols (primarily HTTP), common data formats (JSON), and standard API patterns (e.g. REST), with experience using Postman and Enterprise Event Management software being a plus.

• Project Management experience is a plus!

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that wome