Engineer, Customer Support

G'day!

We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back. 

Why is ServiceRocket the place for you 🧡

- A 20+ year tech services expert of many solutions and partnerships with industry giants.

- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

- We have been certified as a best place to work for our US, Chile and Malaysian offices.

- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. 

Visit our website to learn more and become a part of our Rocketeer Nation.

Are you passionate about working with the latest ground-breaking, disruptive technologies?Do you pride yourself on learning quickly?

We are seeking a highly motivated individual to join our team to execute our customer onboarding initiatives with one of our key clients. This key role focuses on providing customers timely entitlements in a high volume environment. The ideal candidate will play a crucial role in ensuring timely provisioning and maintaining high levels of customer satisfaction during internal transitions from team to team.

You will work closely with different teams such as Support, Implementation, CS and Sales teams to establish and refine operations related to provisioning customers.

What you will do:

- Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.

- Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.

- Perform root cause analysis for production errors and recommend improvements.

Maintain and perform operations related to the ticketing system. 

- Identify and resolve problems to prevent recurring issues and improve software stability.

- Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.

- Handle escalations to higher-level support teams or management when necessary.

- Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction.

What you need:

- BA/BS degree in in IT/computing/business management related

- Strong communication and written skills in English

- Excellent problem-solving and communication skills

- 3 - 5 years background in Customer Support

- Excellent communication, interpersonal, and problem-solving abilities

- Strong analytical skills, vital emotional intelligence, and a data-driven mindset

- Able to demonstrate good customer handling/customer service skills

- Ability to understand and follow established Standard Operating Procedures (SOPs)

- Desire to learn about cutting edge technologies

Additional requirements:

- Familiarity and expertise with maintaining ticketing systems, and integrations

- Customer-facing role, often requiring regular client meetings and screen-shares

- Startup mentality with a desire to assist beyond defined role responsibilities

- Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred

- Experience with cloud deployments including AWS, Azure, Google Cloud is a strong plus

Perks ✨🍇🚀

-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.

-Stock options: you have the opportunity to participate in the ownership of the company.

-Health insurance: we support you and your family–your well-being matters.

-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. 

-Career pathways program: you can grow horizontally, vertically, or any way you want.

-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our Selection Process 🔎

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. 

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

*Only shortlisted candidates will be notified*

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

RECRUITING FRAUD ALERT: Your personal information and online safety are important to us. At ServiceRocket, recruiters only direct candidates to apply through our official career page at https://www.servicerocket.com/join-us.Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from ServiceRocket, please email [email protected].