As GRIN’s newest Technical Support Engineer I, you will provide our customers with accurate and quick responses to all of their inquiries. You’ll be an expert on the GRIN application and help customers solve their usability and technical problems via Intercom. You will work closely with GRIN’s Engineering and Product teams to resolve issues and escalate as necessary for resolution. This opportunity has immense professional growth potential.
Responsibilities:
Responding to customer requests via email and conversational support in Intercom
Accountable to your team and yourself, taking ownership of tasks and seeing them through to successful completion
Troubleshooting software issues for customers
Becoming an expert on the GRIN application
Having a deep understanding of the software that integrates with GRIN (Shopify, WooCommerce, Magento, Instagram, Facebook, TikTok, and Slack)
Assistance with managing knowledge base (KB) articles
Creating Jira tickets for bugs and providing ongoing support updates
Optimize customers’ accounts to maximize their ROI
Additional responsibilities as assigned
Qualifications:
Minimum of 1-2 years of experience in a technical support role
Critical thinking and problem-solving skills are a must
Excellent business and technical writing skills
Technical curiosity
Ability to provide quick written responses to customers
Great time management/organization
Self motivated fast learner with an optimistic attitude
Schedule flexibility depending on business needs (some on-call holidays, but not all)
Experience with Intercom is a plus
Previous SaaS support experience is a plus
Knowledge of website scripts is a plus
GRIN is committed to fair and equitable compensation practices. Final compensation for the role will depend on a number of factors including a candidate’s qualifications, skills, competencies, and experience as it relates to the role.
United States Hourly Pay Range
$24.93—$29.33 USD
US Total Rewards
16 days of PTO + 10 sick Days + 14 paid holidays
Medical, dental and vision insurance
401(k) program plus company match
Paid child bonding leave
Home office set up reimbursement
Co-working space reimbursement
Employee stock option program
Professional development stipend
#LI-Remote
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service, Information Technology, and Training
Industries
Software Development and Marketing Services
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