[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. This engineer is responsible for identifying the root cause of issues and providing a mitigating solution where appropriate, as well as triaging and escalating issues as necessary.

Accountability Key Initiatives

• 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

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

Requirements

• 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

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