[Hiring] T2 Support Engineer @Vantaca+HOAi

Role Description

As a Tier 2 Support Engineer, you will be part of a rapidly growing skilled team of individuals focused on continuously learning, improving processes, and solving problems. You will troubleshoot, diagnose, and triage the issues escalated to the Tier 2 Support Team, while providing an excellent customer experience.

• Triage issues escalated to Tier 2 Support
• Troubleshoot assigned and escalated issues
• Resolve questions
• Make code fixes to resolve issues

Expectations for Success

• 10 customer tickets solved per day
• >= 80% First and Next Reply SLA Attainment
• >= 92% CSAT

Responsibilities

• Work within the Support to automate and simplify processes to work smarter, not harder.
• Take ownership of the issues escalated from Customer Support.
• Triage and escalate issues to the CMP engineering Team Lead as necessary.
• Collaborate with Product, Design, and Engineering Team to resolve issues escalated to CMP Engineering Support as necessary.
• Troubleshoot C# code with Visual Studio’s debugger.
• Troubleshoot stored procedures within SSMS and resolve or escalate issues as appropriate.
• Run SQL queries to provide clients with exported datasets via Excel or make necessary data adjustments to ensure the proper function of the CMP application and dependent platforms.
• Work with fellow CMP Support Engineers to diagnose and identify code bugs.
• Create, contribute to, or validate documentation on known bugs and processes to promote efficient issue resolution.

Qualifications

• Minimum 2 years of experience as a Support Engineer at a SaaS company.
• Familiarity in C#, .NET, and SQL server.
• Aptitude in navigating and troubleshooting in Visual Studio.
• Strong critical thinking and troubleshooting skills.
• Excellent communication skills and the ability to convey technical topics to a non-technical audience.
• Customer support experience.

Core Values

• Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
• Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
• Accountability Starts with Me: Notices problems and takes personal action to solve them.
• Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.
• Innovate Boldly: We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.

Benefits

• Our eNPS is +68! (Google it, that is great).
• Benefits: Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Great parental leave benefits.
• Named on Inc 5000 list of America’s Fastest Growing Private Companies.
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all employees.
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.