Sr. Technical Support Specialist

Our Mission: 

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue. 

Our People: 

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology.  6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. 

We want 6sense to be the best chapter of your career. 

As 6sense’s Sr Technical Support professional, you will have the opportunity to be an instrumental figure of our Support team. The Technical Support Specialist will work cross functionally to meet the needs of the customer, while working with the Engineering team to help diagnose and fix incoming issues. 

The Company 

The 6sense Account Engagement Platform helps B2B organizations achieve predictable revenue growth by putting the power of AI, big data, and machine learning behind every member of the revenue team. 6sense uncovers anonymous buying behavior, prioritizes accounts for sales and marketing, and enables them to engage resistant buying teams with personalized, multi-channel, multi-touch campaigns. 6sense helps revenue teams know everything they need to know about their buyers so they can easily do anything needed to generate more opportunities, increase deal size, get into opportunities sooner, and compete and win more often. 

 Role Responsibilities 

• Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved 

• Analyze data using SQL / spreadsheets, and ad hoc analysis 

• Respond to customer inquiries and assist in troubleshooting and resolving challenges 

• Identify alternate solutions when necessary and communicate them to customers 

• Maintain a detailed understanding of product architecture, technical components and application functionality 

• Contribute to knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features 

• Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements. 

• Mentor and support junior support engineers by sharing knowledge and best practices. 

• Communicate clearly and effectively with customers, fellow support team members and the other internal teams 

Preferred Skills & Experience 

• 8+ years customer support experience for software applications 

• 3+ Years Knowledge of and experience with SQL 

• Experience with MAP and CRM-Salesforce 

• Experience describing technical concepts to a non-technical audience 

• Excellent communication and interpersonal skills, with a focus on customer empathy. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Ability to work independently 

• Experience working with Google Analytics a plus 

• Experience/knowledge of Salesforce integrations a plus 

• Experience in a SaaS environment is a plus 

• Experience with ticketing systems Zendesk and JIRA a plus 

 

Base Salary Range: $105,388.55 - $135,436.54. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the ran