Technical Support Engineer

HR Acuity LLC

  • Allín, Navarra
  • Permanente
  • Tiempo completo
  • Hace 13 días
Overview:As a frontline champion of our customer experience, the Technical Support Engineer plays a pivotal role in driving customer satisfaction, retention, and long-term success. You’ll be the trusted technical advisor and first point of contact for our users, ensuring swift resolution of issues and delivering a seamless support journey. Your work directly influences product adoption, customer loyalty, and operational efficiency-making this a high-impact role within our organization.At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat!About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe.This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us.At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading.Click to learn more about our values and benefits The Opportunity:Key Responsibilities:Customer Advocacy & Support Excellence
Act as the primary contact for customer inquiries via email, phone, and virtual meetings. Deliver timely, empathetic, and effective support that enhances customer trust and satisfaction.Technical Troubleshooting & Resolution
Troubleshoot, triage and resolve technical issues while communicating solutions clearly and confidently to both technical and non-technical audiences.Escalation & Issue Management
Escalate complex issues to Production Support team by providing detailed troubleshooting documentation, ensuring faster resolution and minimizing customer disruption.Cross-Functional Collaboration
Partner with Customer Success, Engineering, and Product teams to advocate for customer needs, influence product improvements, and ensure a unified support experience.Platform Expertise & Enablement
Serve as a subject matter expert on our platform. Guide customers through configuration, best practices, and technical requirements to maximize platform value and usage.Relationship Building & Retention
Build trust-based relationships with customers through consistent, high-quality interactions. Your ability to create positive experiences directly contributes to customer retention and long-term loyalty.Operational Excellence & SLA Adherence
Manage support tickets with accuracy and urgency, ensuring timely follow-ups and resolution in alignment with service level agreements.Continuous Learning & Process Improvement
Act has a product SME, consistently staying ahead of product updates while staying informed on known product issues. Contribute to team knowledge and process enhancements that improve efficiency and customer outcomes.Knowledge Base Development
Create and maintain customer-facing documentation that empowers users to self-serve and reduces inbound support volume.What You’ll Gain:
  • Business Impact
Your work directly influences customer satisfaction, retention, and product adoption—making you a key contributor to company growth.
  • Professional Growth
Access to ongoing training, mentorship, and career development opportunities in a fast-paced, tech-driven environment. Qualifications:Your ContributionWhat You Bring
  • Customer-Centric Mindset
You anticipate customer needs, manage expectations, and deliver exceptional service at every touchpoint.
  • Problem Solver & Innovator
You thrive on solving complex challenges and finding creative, scalable solutions that improve customer outcomes.
  • Strong Communicator
You tailor your communication to diverse audiences, ensuring clarity, professionalism, and empathy.
  • Calm Under Pressure
You manage escalations with confidence and urgency, maintaining composure and focus in high-stakes situations.
  • Team Player
You collaborate effectively across teams, contributing to a positive, inclusive, and high-performing support culture.Experience:
  • 2+ years in a technical support or help desk role, in SaaS or software environment.
  • Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
  • Experience troubleshooting web-based applications, APIs, & integrations.
  • Familiarity with basic networking concepts, browser dev tools, or log analysis.
  • Basic understanding of SaaS architecture (e.g., AWS, Azure).
  • Exposure to SQL, scripting, or basic coding is not required but a plus.
  • Experience contributing to or maintaining internal/external knowledge bases or documentation.
Interpersonal Skills:
  • Strong problem-solving and critical thinking abilities.
  • Patience and empathy through active listening ensure customers feel heard and understood.
  • Excellent presentation and demonstration skills.
  • Ability to build rapport and trust with customers at all levels.
  • Customer service orientation with a focus on long-term satisfaction and loyalty.
  • Self-motivated, flexible, and open to feedback and development.
Shift:
  • This role covers daytime working hours:
  • 8:00 AM – 5:00 PM Pacific Time (PT)
  • 9:00 AM – 6:00 PM Mountain Time (MT)
  • 10:00 AM – 7:00 PM Central Time (CT)
  • 11:00 AM – 8:00 PM Eastern Time (ET)
While we prefer candidates located in PT or MT time zones, we welcome applicants from all regions who can consistently work within the hours listed above.Onboarding and Training Hours:Initial onboarding and training will follow Eastern Time hours for the first 60 days to align with team availability and resources. Perks and Benefits:Compensation:The base salary pay range for this position is expected to be between $60,000 and $75,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total on-target earnings (OTE) for this role will be $60,000 - $75,000. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.Benefits:
  • Stay healthy and happy with our comprehensive medical, dental and vision plans.
  • You can also choose from FSA or HSA options to suit your needs.
  • Save for your future with our 401K plan that matches your contributions.
  • Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
  • Own a piece of the company with our #Allin Shares Program.
Perks:
  • Take a break from work with our unlimited PTO policy to refresh and recharge.
  • Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays and half day first Fridays, and 8 hours of volunteer time.*
  • Own a piece of the company with our #Allin Shares Program.
  • Earn extra cash by referring qualified candidates to join our team.
  • Access professional and personal support through our employee assistance program.
  • Work from anywhere with our remote work environment that fosters collaboration and creativity.*
  • Join a fun and energetic team that values your suggestions and new ideas.
  • Receive a competitive salary and meaningful opportunities for growth.
Learning and Development
  • Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
  • Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
  • Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
  • Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.
*Note: For customer-facing roles, including support, Summer Fridays, First Fridays, the 4th of July & December holiday week may be adjusted based on business needs. While these roles may not follow the same schedule, alternative time away will be provided to ensure alignment with the spirit of these benefits and coverage for our customers.

HR Acuity LLC