Job Details
Senior Technical Support Engineer
The GRAX product is a CRM backup, archive, and restore system for the Salesforce platform. It is used by Fortune 500 government, financial, and healthcare companies.
The GRAX support team delivers an excellent support experience to our customers daily by working with them to solve problems and answer questions that they present to us in support tickets. We value collaboration, communication, and accountability.
Responsibilities:
- Work hard to solve customer problems, via email and video conferencing, while delighting them along the way
- Guide and mentor other colleagues around technical topics
- Create and update documentation based on customer interactions
- Continually research and learn the current and future best practices of using GRAX
- Suggest and implement improvements to Support workflows
- Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to customers, or working to coordinate incident communications
- Collaborate with our Product and Engineering Teams to build new features and fix bugs
- Work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs
Qualifications:
- 3+ years of experience in a technical support customer-facing role
- Salesforce.com experience as a user and/or developer
- Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels
- Experience with managing cases through the entire support lifecycle, from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the engineering team, and case resolution
- Experience using logging and metrics services (DataDog) to triage problems and verify resolutions
- Experience with writing support content
- Experience building software and tooling in JavaScript or other scripting languages, APEX, SQL, etc
- An understanding of cloud services (AWS, S3, Azure, Heroku), their configuration and debugging
- Linux systems administration knowledge
- The ability to apply for this job at this link ( and not by using the Easy Apply button on LinkedIn. Please note, resumes submitted directly via LinkedIn will not be reviewed.
GRAX benefits include:
- Fully Remote
- Flexible PTO
- Healthcare for you and your family paid for by GRAX
- 401K match
- Stock Options
- Awesome teammates
Inclusion Promise
GRAX embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.
How to Apply
Apply to the job via the respective link and then send an email to ...@grax.com including answers to the following: Describe your most challenging technical support experience and how you resolved it? What are your favorite debugging tools or techniques?