Technical Support Engineer

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for a Technical Support Engineer to join our growing team to help us achieve our next stage of rapid growth. The Technical Support Engineer is responsible for identifying complex product issues in a very fast-paced and demanding environment. These issues range from straightforward product issues through complex integration across multiple platforms and technology stacks. The ideal candidate must have sufficient technical aptitude to manage difficult and /or complex customer situations and be a powerful communicator with the ability to provide strong guidance towards a positive resolution. To be successful in this role the candidate must be able to execute with a high degree of competency in identifying problems and making sure that appropriate Product or Engineering team is communicated with in order to solve the customer issue in a timely manner. 

Who We Are

SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more on our Awards & Accolades here! 

How You’ll Make an Impact

• Have solid understanding of Application Programming Interfaces and how they are deployed and used in a customer environment. Be able to become knowledgeable in the SOCi APIs and how to implement and support them in a production environment.
• Have a current, functional command of SQL and be able to write ad hoc queries to solve specific customer issues. 
• Have working web stack knowledge including HTTP, browser console and JavaScript.
• Have familiarity with social platforms including Facebook, Instagram, LinkedIn, Twitter, etc.
• Be capable of performing in a fast paced, fast growing environment with aggressive SLAs.
• Ability to communicate complex technical concepts clearly and concisely with customers via support tickets or phone (as needed).  
• Have exceptional work ethic and a professional demeanor. 
• Be able to work effectively remotely. 

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely 
• Must Have:  
  • 2+ years of experience as a technical support application specialist
  • Knowledge of and/or experience in:
  • supporting APIs and familiarity with integration protocols 
  • basic testing principles as well as basic software engineering principles
  • Beginning to intermediate knowledge of 1-2 computer languages
  • Exceptional communication skills, both written and verbal are an ABSOLUTE must (if you are not a competent writer do not apply for this position - all candidates will be tested as part of the interview process)
  • Highly organized with great attention to detail
  • Ability to think creatively
  • Possess a competitive attitude with a persistent desire to win
  • Proven success in cross-functional collaboration 
  • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without the need for constant management
  • Respect processes but be adaptable to change 
  • Strong organizational and analytical skills with keen attention to detail
  • Ability to empathize and build customer relationships 
  • Coachable, open to feedback, and dedicated to constant self-improvement
  • Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
  • Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Education: B.S. in Computer Science or other degree with appropriate work experience

What SOCi Provides to You

• Comprehensive Benefits Package (non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment 
• Flexible paid time off (non-contract roles only)
• Quarterly wellness days
• Paid holidays