hero
30
companies
266
Jobs

Technical Support Engineer

Limble CMMS

Limble CMMS

IT, Customer Service
Remote
Posted on Sunday, June 16, 2024

At Limble we empower the unsung heroes who support the world. We’re revolutionizing the way businesses manage their maintenance operations, offering a comprehensive suite of software solutions that empower organizations to optimize asset performance and drive operational excellence. From preventive maintenance to inventory management and beyond, our robust CMMS platform offers a suite of features designed to streamline operations and enhance productivity. With a focus on innovation and client satisfaction, we've earned a reputation as a trusted partner for businesses seeking to improve efficiency and reduce costs. As we continue to expand our offerings, we're seeking driven individuals who are passionate about making a meaningful impact while contributing to our mission of revolutionizing maintenance management.

We are looking for a skilled Technical Support Engineer to join our Engineering department, focusing on bug triage, ticket management, and process improvement. As Technical Support Engineer, you'll play a pivotal role by acting as a bridge between our Customer Success team and Engineering team, ensuring that customer-reported bugs are efficiently resolved and that critical communication flows smoothly.

Key Responsibilities:

  • Triage incoming bug reports from the Customer Success team, conducting initial analysis and validation.

  • Fix bugs that are within your scope of expertise and escalate more complex issues to the appropriate engineering teams.

  • Maintain ticket hygiene, ensuring that all tickets are accurately documented, categorized, and tracked through to resolution.

  • Communicate proactively with critical customers, providing updates on the status of their reported bugs and ensuring a high level of customer satisfaction.

  • Generate regular reports to identify trends and patterns in customer-reported issues, providing insights that can drive product improvement.

  • Assist in process improvement initiatives by creating better documentation, developing scripts to automate repetitive tasks, and proposing changes to enhance the efficiency of the bug resolution process.

Qualifications:

  • Proven experience in technical support or a similar role, with a strong understanding of software development and bug triage processes.

  • Exceptional analytical and problem-solving skills, with a keen attention to detail.

  • Excellent communication skills, capable of effectively managing customer expectations and collaborating with cross-functional teams.

  • Experience in creating reports and identifying trends, with the ability to translate data into actionable insights.

  • A proactive approach to process improvement, with a track record of enhancing operational efficiency through documentation and automation.

  • 2+ years of experience working in technical support and/or customer success.

Nice to Have:

  • Previous experience with SaaS products

  • Familiarity with scripting languages

  • Knowledge of web technologies and frameworks

  • Experience with Angular 2+ (Preferably Angular 16)

Benefits:

  • $70,000 - $85,000, depending on experience

  • Stock options

  • Fully remote role

  • Health, Dental, Vision, and Life insurance

  • Flexible PTO

  • 401k with company match

  • HSA with company match

  • Opportunities to grow with us!

At Limble we are solution-oriented and customer-obsessed. We hire with a people-first approach, and we understand there’s no such thing as a perfect candidate. Limble’s company culture and values are based on collaboration and transparency. Our customers come from all different backgrounds and so do our employees. If you’re results-driven, enjoy solving complex problems, and are curious about what you could accomplish at a rapidly scaling startup, we’d love to hear from you.