Remote Technical Support Engineer Job in United States Teamworks

Who you are

• 2+ years of experience in technical support for a SaaS product.
• Proficiency in Java, Postgres, and Python.
• Strong problem-solving mindset.
• Ability to troubleshoot software and technical issues.
• Familiarity with ticketing systems such as Zendesk, JIRA, or similar platforms.
• Ability and willingness to work in shifts, including mornings, nights, and weekends.
• Excellent verbal and written communication skills.
• Bachelor’s degree in a related field (Computer Science, Information Systems, etc.).

Desirables

• Experience in the athletics industry.
• Experience using a Teamworks product.
• Knowledge of API integrations and cloud-based technologies.

What the job involves

• Provide timely and effective solutions to customers, ensuring seamless operation of our software suite.
• Diagnose production bugs, compile log steps for the engineering team, or resolve issues.
• Respond to customer inquiries regarding technical problems, diagnosing and solving complex issues.
• Manage a case queue, prioritizing support tickets based on severity, customer impact, and urgency.
• Perform data scrubs, uploads, bulk edits, account configurations, system updates, and form conversions.
• Collaborate closely with the development and product teams, providing feedback and helping refine tools for internal and external customers.
• Build new tools and utilities to streamline processes and require less intervention.
• Coordinate and escalate issues to ensure timely resolution for business-critical challenges.
• Maintain strict adherence to data security protocols while handling sensitive customer information.
• Guide users through troubleshooting steps while explaining technical concepts in clear, user-friendly terms.
• Support continuous improvement efforts by identifying recurring issues and providing insights for product enhancement.

Application process

• Email hiring@teamworks.com to request a reasonable accommodation.