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Technical Support Engineer

  • Full Time
  • Remote
About the Team
The Customer Solutions team works directly with our customers across the entire customer journey, from the initial discovery process through implementation to renewal and expansion.  Our team comprises product, process, and strategy experts, including customer service, customer success, customer education, and customer support.
About the Role
We are looking to add a key member to our Technical Support Team! We play an incredibly important role in our customers’ success and we are on the front lines helping customers every day. We are masters of our craft, enabling our customers to better understand and use our software, gather feedback to drive improvements to the platform, and empower sales teams to operate at peak performance!
As a member of the Technical Support team, you will combine your business and technical expertise in a customer-friendly manner while assisting Clari + Groove customers. You will also be responsible for maintaining our initial response time SLA  (Service Level Agreement) and using internal resources to resolve customer issues.
You’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment. You’ll leverage best practices to provide exceptional support and guidance to the customer.
This is a fully remote opportunity but is preferred to be worked from the West time zone.
Responsibilities
  • Act as an engineering point of escalation for highly technical issues; taking end to end ownership from initial troubleshooting to issue resolution
  • Serve as internal and external SME: able to identify expected and unintended product behavior
  • Work through complex technical issues and provide direction to customers both in technical and non-technical terms
  • Write scripts and queries to solve complex customer problems
  • Document bugs and feature requests with Product and Engineering for product issues that are impacting customers 
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Provide feedback and collaborate with Product and Engineering to identify common or emerging issues prior to escalation
  • Part of weekend on-call rotation
  • The working shift for this role is 9AM – 6PM PST
    • Qualifications
  • 2-4  years of relevant experience in Technical Support or an equivalent role
  • Comfortable working with APIs, Salesforce, SQL/SOQL
  • Experience reading code, and testing specific class/methods locally
  • Experience writing scripts (Ruby, python, etc.)
  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability rooted in a passion for customer experience
  • A natural investigator who can demonstrate analysis, problem-solving, and troubleshooting skills
  • Experience with Salesforce Service Cloud, Jira, and Slack is a plus
  • Knowledge of Atlassian (Confluence) is a plus
  • Knowledge of Twilio is a plus
    • Perks and Benefits @ Clari
  • Remote-first with opportunities to work and celebrate in person
  • Medical, dental, vision, short & long-term disability, Life insurance, and EAP
  • Mental health support provided by Modern Health
  • Pre-IPO stock options
  • Well-being and professional development stipends
  • Retirement 401(k) plan
  • 100% paid parental leave, plus fertility and family planning support provided by Maven
  • Discretionary paid time off, monthly ‘take a break’ days, and Focus Fridays
  • Focus on culture: Charitable giving match, plus in-person and virtual events 
    • It is Clari’s intent to pay all Clarians competitive wages and salaries that are motivational, fair, and equitable. The goal of Clari’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees and encourage employees to stay and grow at Clari.
    Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to specific work location, skill set, depth of experience, education and certifications.
    The salary range for this position is $77,000 to $115,000. The compensation package for this position also includes stock options and company-paid benefits, including well-being and professional development stipends
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