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Associate Engineer, Customer Support

ServiceRocket is a global tech-enabled services company headquartered in Palo Alto, California, committed to being the single most reliable partner in accelerating growth.
Santiago, Santiago Metropolitan Region, Chile
Backend
Entry-Level Software Engineer
Remote
Enterprise SaaS
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Description For Associate Engineer, Customer Support

ServiceRocket, a global tech-enabled services company based in Palo Alto, California, is seeking an Associate Engineer for Customer Support. This role involves working on customer support inquiries, ensuring prompt and professional issue resolution, and coordinating internal activities. The ideal candidate will be a friendly, polished communicator interested in solving complex problems and delivering high-level customer satisfaction. Key responsibilities include answering customer questions, preparing product best practices, debugging issues, creating help content, and identifying process improvements. The position requires flexible scheduling, supporting customers from 11 am to 8 pm Eastern Time, including holidays and weekends. Qualifications include a Bachelor's degree in a technology subject, strong English communication skills, multi-tasking abilities, and independence. Experience in technical support, customer service, and familiarity with SSO configuration, API troubleshooting, HTML, CSS, JavaScript, and SCORM concepts are beneficial. ServiceRocket offers various perks, including a profit-sharing program, stock options, health insurance, retirement plans, and career growth opportunities. The company is committed to diversity and inclusion, providing an equal opportunity workplace.

Last updated 8 months ago

Responsibilities For Associate Engineer, Customer Support

  • Answer customer questions through support queue
  • Prepare and provide recommended product best practices to customers
  • Take ownership of customer-reported issues and track them through resolution
  • Debug customer issues and create reproducible test cases for developers
  • Escalate critical issues to appropriate teams when necessary
  • Create best-in-class help content and perform audits for knowledge base
  • Identify and recommend process improvements
  • Engage in ongoing training to develop technical skills and deepen product knowledge

Requirements For Associate Engineer, Customer Support

JavaScript
  • Bachelor's degree in a technology subject
  • Strong written and verbal English communication skills
  • Ability to effectively communicate technical information to non-technical customers
  • Strong multi-tasking skills
  • Ability to work independently and in a team environment
  • Available for work during Eastern Time hours, weekend and holiday coverage

Benefits For Associate Engineer, Customer Support

Equity
Medical Insurance
Dental Insurance
Vision Insurance
401k
  • Share the fruit program (profit sharing)
  • Stock options
  • Health insurance
  • Retirement plan/funds saving
  • Career pathways program
  • Monthly fixed allowances (Rockettoria, Scholarship & Learning, Tech Choice, Wellness)
  • Generous PTO
  • Cultural heritage and community day

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