Customer Support Engineer
Job Summary:
The Customer Support Engineer is a product expert. Responsibilities will center around creating and implementing tools that will make our Support team faster and more productive. This role will also be tasked with assisting the broader customer support team with resolution on technical questions, feature requests and bug reports. This role will also act as a liaison between the product team and our customers.
Essential Duties and Responsibilities:
- Help improve the overall Support team’s effectiveness and efficiency throughtools, both created in-house as well as 3rd-party.
- Triage and evaluate feature requests as well as defects reported by Support and Customer Success, through JIRA and Zendesk.
- This position shields other technical departments from disruptions and stagnation.
- Act as an internal escalation point of contact to resolve and create solutions for customer issues, technical or operational troubleshooting.
- Serve as the enablement leader for representatives, by ensuring they are equipped to provide technical and operational support.
- Analyze how Bevy’s audience is using support documentation in order to quantify opportunities for customer improvement.
- Create, maintain and continuously improve processes and procedures for Customer Support.
- Document all solutions and SOP creation.
- Technologies used: JIRA, Zendesk, Confluence, Slack, Bevy Chat.
Knowledge, Skill and Experience:
- Previous experience as a Customer Support tier 2 and/or above
- Technical aptitude with experience in SaaS and Enterprise support
- Experience developing in-house tooling and solutions
- Experience with SOP creation and documentation
- Experience with JIRA, Zendesk and Confluence
- Bachelor’s Degree Preferred
Salary range: $20,000-$50,000 USD
About Us
Bevy is a unified customer community platform that harnesses cutting-edge AI technology to empower amazing community leaders to transform connections and fill the world with belonging. We turn events, discussions, forums, and emails – into real, meaningful friendships that go beyond the digital world. Our mission is to end the loneliness epidemic. Our community is called CMX, and it is the world’s largest network of community professionals. Through our community, we offer world-class training, events and research, and host CMX Summit, the largest event in the community industry.
About the culture
We are a small but powerful team, dedicated to achieving our mission to bring more community to the world through virtual events. Many of us have worked in community positions before and understand the struggles and peaks that come with the role. Our team communicates candidly, giving feedback early and often. We set ambitious goals, and do what it takes to achieve them, while making sure that we take care of our own personal health and mental wellbeing. We’ll want you to be ready to take on a lot of responsibility with guidance and mentorship along the way. We work to create a diverse, equitable and inclusive environment. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our team and a better product for our customers and the communities we serve.
If you are interested in this role, please apply here
All job descriptions will consider reasonable accommodations that may need to be made to enable individuals with disabilities to perform the essential functions. A job description will reflect assignments of essential functions and does not prescribe or restrict the tasks that may be assigned. All job descriptions are subject to change at any time.
