Sitetracker is hiring a

Technical Support Engineer

Palo Alto, United States
The Opportunity

Sitetracker is looking for an experienced Technical Support Engineer to provide resolutions to questions, issues and configurations by reproducing, diagnosing, resolving, and documenting problems and issues in a timely manner and in accordance with Sitetracker’s customer SLAs.

You will be part of a growing team providing support and guidance to our customers via chat, voice, the Sitetracker Community, and through the Sitetracker  cases process.

You will be working closely with other members of the support team along with the Sitetracker Engineering and Product teams to resolve issues, effectively communicate and attentively respond to customer support needs.

The Skill Set

  • Apply Salesforce Administration and Salesforce Service Cloud experience on a daily basis
  • Work with external customers to understand, reproduce, diagnose and resolve technical and configuration issues
  • Configure workarounds for Sitetracker on the Salesforce Platform using out of the box functionalities to enhance our core feature set and meet a business need/resolution for our customers
  • Ability to manage customer inquiries via voice, chats, emails, and logged cases in a timely and accurate manner
  • Communicate clearly via telephone, email, and chat while displaying strong listening skills
  • Consistently document discussions and solutions in a a clear and concise manner
  • Maintain composure in stressful situations, respond to customer needs quickly and effectively
  • Able to communicate complex concepts to clients in an easily digestible format that relates to their business need
  • Ability to work autonomously as well as work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
  • Work flexible schedules which may include evenings, weekends or holidays
  • Ability to develop and review content for the Community and Knowledgebase

Within 60 Days, You'll:

  • Build expertise in the Sitetracker product and become Sitetracker Certified
  • Create project templates, reports and dashboards to troubleshoot and guide customers
  • Build upon your Salesforce knowledge by completing Trailhead training
  • Understand and follow the playbook to ensure proper procedures are enacted
  • Learn and understand common customer requests and build our Support team Knowledge base
  • Resolve customer configuration and workflow functional issues within the Sitetracker platform
  • ​​Partner with software engineering, hosting, and peers to solve complex configuration issues and technical code issues while managing consistent communication and updates with the customer
  • Be a constant flow of communication to our customers providing updates and follow-up on all requests while meeting the contracted SLA’s
  • Know key concepts of the support role needed to triage requests to the appropriate internal teams for quick resolution

Within 180 Days, You'll:

  • Be able to train customers and peers on how to use and configure features within the Sitetracker product
  • Configure, troubleshoot and workaround issues utilizing Salesforce and Sitetracker features
  • Make enhancements to our growing playbook and processes that enhanced and improve our customers' experience
  • Be a source of knowledge and direction to other team members providing support to our customers
  • Provide product enhancement ideas to our product team to enhance the core product and functions
  • Understand critical customer functions and be able to provide autonomous resolutions to issues and questions

Within 365 Days, You'll:

  • Work with new analysts, developers, and admins to assist in training best practices
  • Contribute to the Sitetracker Knowledge by developing best practices, tips, and training scripts/documentation for customers on proper administration of environments
  • Have autonomy to make critical decisions on customer support
  • Work with other Technical Engineers to establish best practices and provide a consistent support experience for customers
  • Lead internal training sessions on new features that are/have come out on the Salesforce and Sitetracker platforms
  • Work with all teams to enhance your skills and growth within the Salesforce and Sitetracker platforms
  • Identify symptoms, patterns, and solutions for future customer challenges

About Sitetracker
 
Sitetracker was founded seven years ago with the singular focus of solving a problem that was first recognized within the telecommunications industry; how to effectively manage the volume, variety, and velocity of critical infrastructure projects needed to meet the demand of expanding wireless and cellular service.  That problem has become even more pronounced due to the eventual explosion of 5G.  Being able to effectively deploy infrastructure is going to be the differentiator between leading telecommunication providers. 
 
However, over the years, we realized that this challenge isn’t localized to telecommunications – it’s pervasive nearly everywhere and has reached an inflection point.  Utilities (such as gas and electric services), smart cities, and alternative energy all face similar challenges.  Sitetracker is the only full-lifecycle project management platform suited to support these companies and address these challenges.
 
We are exceptionally proud of the company we’ve built (we were recently recognized as the #2 place to work in San Francisco, as well as one of the top places to work in the entire United States).  Our people are extraordinary and we’re continuing to invest in our people-first culture.