Technical Support Engineer I (Remote - UK)

Who We Are

At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily. Our employees are experts in the employee experience, workforce communications and technology. Joining Firstup means joining a movement to make work better for every worker.

As the world’s first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?

Our Values

• Every employee is an owner with responsibility and credit for our progress.
• Leadership is in our build and we see change as a catalyst for improvement.
• We win as a team, committed to help our coworkers and customers thrive.

Position Overview

The Firstup Support Team leverages the latest technology advances in AI-driven solution recommendations and predictive analytics, to maximize Customer self-service, while also partnering with Product and Engineering to limit chronic issue recurrence. This means that every day you will be learning something new about the platform and how Customers use it to achieve their own business outcomes, while coming up with your own solutions to challenges ranging from newly introduced products and features, to complex interactions with Enterprise IT Environments and third-party products.

We maximize our human capital to work on these new issues, and heavily rely on technology to resolve support queries related to known issues. This same philosophy applies to every role within the organization and requires skillful adaptability, developing deep subject matter expertise in specific areas that your peers can rely on you for, a curiosity-mindedness, and constantly questioning and challenging the status quo to continually improve and scale.

As a Technical Support Engineer, you will focus primarily on Customer questions, incidents and bug/feature request management. You should be able to take on support cases of low – moderate complexity and be able to manage your own priorities. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation.

Responsibilities

• Become an expert in the product.
• Proactively manage and respond to support tickets.
• Understand, interpret, reproduce, and diagnose customer problems.
• Perform Root cause Analysis.
• Teach solutions to customers.
• Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in case tracking system.
• Collaborate with members of other departments/teams to resolve product issues – escalating issues as necessary.
• Configure customer systems to meet requirements.
• Meet individual case management and SLA Goals.
• Operate as a subject matter expert in at least one product area.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology or a related field of study; or commensurate professional experience required.
• Familiarity with SaaS solutions is preferred.
• Three or more years of experience in technical customer support or a customer-facing technical role.
• Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs.
• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
• Strong written and verbal communication skills, with the ability to interact effectively with customers and internal stakeholders.
• Excellent organizational skills – ability to prioritize, manage, multi-task, and execute projects cross-functionally.

Why Firstup?

Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome. If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.

We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.

Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status or any other protected status in accordance with applicable federal, state or local laws.