Support Engineer

Job Description

Support Engineer

The Why:

As consumers, we have plenty of ways to talk online about the service we have received but we don’t have the same friction-free ways to engage in-the-moment with real people at the businesses we visit. Kipsu provides a new way for businesses and guests to engage through real-time digital channels, transforming what it feels like to give and receive great service.

The What:

Kipsu is seeking a high energy Support Engineer. In this role, you’ll consult with customer partners and internal stakeholders on the value of our product and service offerings and assist them with technical questions via phone, email, and text. You will also work closely with our Engineering Team to develop your technical skills and learn our code stack.

The Who:

• A high-energy, high-achieving professional ready to help shape a great company
• Knowledgeable and passionate about working in the startup space or hospitality industry
• A person who likes to geek out on new technology and who knows a bit of programming/scripting
• Looking for an opportunity to get your foot in the door in an entry level support engineering role
• Someone with a “the buck stops here” attitude about accountability and quality
• The kind of person who enjoys going deep on a topic and getting to know an industry
• Someone with an abnormally high level of empathy for the customer
• More interested in building a company that will change the world and joining a cause than punching a clock

As a Support Engineer, your primary duties will be:

• Assisting customers and your peers with technical questions and troubleshooting, escalating higher-level issues and tasks to our Engineering Team
• Leveraging basic to intermediate level HTML, CSS, and SQL to troubleshoot and investigate customer issues and requests
• Maintaining Service Level Agreements (SLAs) and high customer satisfaction when answering support requests and assisting customers with product questions
• Learning new technologies and skills to enhance your technical aptitude
• Working with multiple software platforms such as: Google Apps, Salesforce, Zendesk, JIRA, GitHub, Slack, and RingCentral
• Representing the voice of the customer internally by taking experiences learned from working with our customers
• Incorporating newly released features and changes into the customer knowledge base
• Stepping into different roles when the time calls to help our team provide an exceptional customer experience
• Assisting the various departments at Kipsu with technical tasks or customer partner implementations
• Viewing every interaction with our customers as an opportunity for education and consultation, and providing such great service that our clients recommend us to others in their industry
• One last thing - Kipsu offers top notch 24/7, 365 day support to our customer partners. This role may require non-standard working hours including weekends and holidays.

You Have:

• Excellent communication skills in both writing and speaking
• A great attitude and a love for helping others succeed
• Previous experience on a Customer Support team or other Customer Service team is a plus!
• Knowing how to utilize teammates and resources to find the best solution to any problem
• Ability to multi-task and work independently under pressure without constant guidance
• Consistently over-deliver on any promise we make to a customer
• Cool and calm demeanor when customers are neither cool nor calm
• Unyielding resilience, strong work-ethic, and an innate drive for personal success
• Creative thinking and the desire to improve processes and resolve inefficiencies
• Excellent problem-solving skills; if you’re the go-to person in your current department for escalated or difficult issues, that’s a good sign
• Basic understanding of Agile Processes
• Experience with Zendesk, JIRA, BitBucket, GitHub, or APIs is a plus!
• A demonstrated capacity to be a team player
• Previous exposure to databases and, ideally, working with SQL queries
• Basic web design skills with HTML, CSS, or other web technologies
• Graduated from a software engineering boot camp or equivalent

One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent that comes from all walks of life and building an environment that is inclusive of all backgrounds. We need and value your contribution to our team. Please, consider rolling up your sleeves and joining us on our journey.