Technical Support Engineer, Tier 2

Job Description

InVision made its name helping design teams create the world’s best digital products. We broadened our impact as a thought leader guiding organizations toward design maturity. We explored new territory by bringing those two streams together and pioneering visual collaboration. Now we’re taking what we've learned and built, and expanding our reach to designers and non-designers alike.

InVision is the visual collaboration platform powering the world’s best companies. The heart of InVision is Freehand, our online digital whiteboard. We built Freehand to transform the way people work together. Transformation is a bold term, but we stand by it. So do our users from Amazon, Anthem, and American Express. And that’s just the A’s. We are trusted by 100% of the Fortune 100 because we understand that collaboration is about more than just seeing each other - it’s about fueling each other. More than 7 million people across global enterprises and small teams come to us when they are looking to transform the way they work together. InVision’s platform, education, and community enable businesses to work across distances and disciplines to unlock the expertise of every team member and deliver powerful business results.

What sets Freehand apart is not a thousand specialized bells and whistles for power-users. What is special about Freehand is the way it puts people at ease, encourages their creativity, and elevates their individual voice so that every member of a team can contribute meaningfully. Freehand is designed to be intuitive, inclusive, versatile, and enterprise ready. It is refreshingly simple, but surprisingly robust.

We’re on a mission to transform the way people work together by helping them collaborate better. On anything. From anywhere.

We are shaping the future of work.

Come join us.

InVision’s Customer Support team is in search of an experienced Support Engineer in North America to provide enterprise-level technical support to customers in our APAC timezone.

During the onboarding and training phase (approx. 3-5 months), US business hours (there is some flexibility here). Once the training is completed, the normal shift will be 3PM - midnight PT

About the Team:

This role is part of the Go-to-Market team which helps prospects and customers understand and get the most value out of our products. Our global support team works closely with cross-functional partners in Engineering, Product, and global customer-facing teams to provide enterprise-level technical support to customers. As the technical backbone in Customer Support, you’ll interface between customers and Engineering to troubleshoot complex technical issues; ensure issues are properly documented and qualified before being escalated to Product; manage internal and external communication for outages, major incidents, and maintenance; and work with global customer-facing teams to communicate workarounds and resolutions to customers.

What you’ll do:

• Prioritize, directly respond to, and engage qualified customer support inquiries and requests via email, phone or video conferencing, live chat, social media, and internal channels.
• Compare, analyze, qualify, and escalate bug reports and feature requests to appropriate teams.
• Directly engage and collaborate with Engineering teams to quickly resolve customer issues or reported bugs.
• During quiet periods, help out with Tier 1 cases. Those may include unqualified technical issues, billing inquiries, etc.
• Act as quality assurance for escalations and technical backbone and resource for internal, customer-facing teams.
• Share industry best practices on web/mobile design practices and tools with customers
• Perform and monitor data migrations including retrying of transient failures, alerting the Engineering on-call of issues that put multiple migrations at risk of permanent failure, marking finalized success/failure to trigger emails to customers, and reporting results and escalating blocking issues with team
• Project work that may include developing and maintaining internal and customer-facing technical documentation, writing macros, auditing bugs or feature requests, testing new features, developing training to prepare for new feature releases, or other projects that would benefit our customers and Customer Solutions.

What you’ll bring:

• You possess excellent written and verbal communication skills.
• You're a natural-born evangelist with infectious enthusiasm and you genuinely relish troubleshooting and problem-solving complex puzzles.
• You have knowledge of design practices (UI, UX, research, testing) (desirable).
• You’ve demonstrated technical support experience or experience serving as quality assurance for escalated customer requests and bugs, preferably in a SaaS B2B setting.
• Ability to think on one’s feet, work independently and unsupervised, learn a complex product inside and out, diagnose and troubleshoot technical issues, and discover creative methods to resolve customer issues.
• Demonstrable experience documenting replication steps for complex technical issues.
• Bonus points: Knowledge in supporting web technologies such as JavaScript and JS frameworks (React, Angular, Vue).
• Ability to read and interpret error logs and HAR files.
• Versed in agile development methodologies and best practices.
• You’re located in North America and able to work a 40 hour work week during local business hours M-F to provide support for our customers.
• Familiarity with modern ticketing, customer engagement, and CMS solutions within customer service environments (Zendesk, Desk.com, Help Scout).
• Previous InVision experience and expert knowledge of design tools (Sketch, Adobe XD, Photoshop, Studio, Figma) are a plus

About InVision:

InVision offers an incredibly unique work environment. The company employs a diverse team all over the world. Each InVision team member is given the freedom and tools to do their best work from wherever they choose.

The benefits we offer in the United States and Canada include competitive health plans and retirement plans. Some InVision-wide benefits offered to all employees across the globe include a flexible vacation policy, monthly coffee shop stipends, annual allowances for books related to your profession, and home office setup & wellness reimbursements. InVision is an international employer so some benefit offerings will vary from country to country.

InVision is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.