135 Technical Support jobs in Ridgefield

Under the direct supervision of the Technical Support Manager, the Technical Support Engineer is responsible to help provide technical support for all local, online, and national radio operations.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Provide onsite technical support for local and national radio personnel and studios including scheduled trips to owned and operated stations outside Chicago as deemed necessary.
• Provide support and maintenance for broadcast telephone systems along with audio and control automation systems.
• Provide support and maintenance for Axia and Dante IP audio distribution network systems.
• Provide support and maintenance for broadcast-related servers and production equipment, and to ensure smooth program distribution to local and remote radio stations.
• Provide support for satellite program delivery, storage and retrieval systems.
• Available 24/7, on-call support as scheduled.
• Interface with ITS as necessary to support critical shared infrastructure and to promote a positive relationship between departments.
• Perform other duties as assigned.

• Basic IT troubleshooting skills including familiarity with IP networking
• Problem solving skills and ability to follow up on complex issues
• Strong customer service skills
• Ability to learn new skills and quickly adapt to change
• Excellent communication and documentation skills
• Authorized to work in the US Legally without sponsorship

• Two years broadcast engineering experience
• Engineering certifications (SBE, etc.)
• Axia Livewire support experience
• AWS/cloud computing administration experience
• IT certifications, including A+, Network+ , CCNA

• Work environment type:
  
  • Standard office environment
  • Radio/Audio Studio environment
  • Field work/offsite (varies)
• Equipment/technology used:
  
  • Fax
  • Phone
  • Copier
  • Computer
  • Network Switches
  • Digital audio mixing, processing, signal routing
• Physical Requirements: include percentages or hours
  
  • Standing
  • Sitting
  • Bending
  • Lifting up to 50 lbs
  • Typing
• Work hours/Shifts: days of the week, hours of the day
  
  • Generally M-F 38.75 hrs per week, but position demands on-call hours as assigned
• Travel: include percentage of time on job spent traveling
  
  • Occasional trips to O&Os as necessary (less than 20% travel)

2 days ago Be among the first 25 applicants NinjaCat is the leading Enterprise Data & AI Platform for Marketing, transforming how brands, agencies, and media companies harness data and AI to drive marketing performance. Our platform unifies fragmented marketing data into an enterprise-grade data cloud, enabling AI-powered insights, automation, and decision-making at scale. With the integration of AI agents like Nina, our support team is reimagining how fast and efficiently customer service can be delivered. Named one of Inc. Magazine's and AdAge's Best Places to Work, NinjaCat is remote-first and deeply committed to a culture rooted in Compassion, Action, Trust, and Scrappiness. Backed by significant investment and driven by a mission to lead the marketing analytics space with innovative, AI-powered solutions, we're growing fast-and we want you to grow with us. Learn more: About The Role As a Technical Support Associate at NinjaCat, you'll be a key player in ensuring our customers get fast, accurate, and thoughtful support. You will serve as the first point of contact for support inquiries, investigating technical issues, resolving common problems, and escalating more complex cases when necessary. Your work directly contributes to the ongoing advancements of our AI bot Nina and internal knowledge base, both of which help automate and accelerate support for our customers. This is a role for someone who is curious, a natural investigator, tech-savvy, and thrives in fast-moving environments. You'll need to be thorough in documentation, comfortable collaborating cross-functionally, and confident balancing customer care with operational speed. What You'll Do Serve as the first responder to incoming support tickets via Intercom, delivering timely and courteous support. Efficiently troubleshoot platform-related issues and resolve a broad range of inquiries related to data connections, reporting issues, user management, and more. Collaborate closely with our AI bot Nina, providing training signals by tagging and processing ticket outcomes and helping the bot improve its accuracy over time. Write clear and complete internal notes and maintain accurate ticket records to support collaboration and transparency. Escalate unresolved or complex cases to Product teams, providing full context and next steps. Monitor support trends and work with the team to proactively improve response workflows and ticket handling procedures. Create and maintain customer-facing help articles, FAQs, and technical documentation to improve customer self-service and reduce ticket volume Contribute to the team's efficiency KPIs, including time to first response, time to resolution, and CSAT scores. Requirements 1-2 years in a technical customer support or service role, ideally within a SaaS or technology company Familiarity with support tools like Intercom, Jira, or other ticketing/CRM systems Strong troubleshooting and problem-solving skills with a technical mindset Comfortable navigating web-based platforms, with a basic understanding of APIs, data integrations, or analytics/reporting tools considered a plus Excellent written and verbal communication skills; able to convey technical concepts clearly and concisely to all audiences Detail-oriented with strong documentation habits-you take pride in being thorough Ability to juggle multiple tickets with a sense of urgency and accountability Passion for learning and working with AI tools, automation workflows, and next-gen support systems. Nice to Have Experience collaborating with or training AI support bots or chat-based AI assistants Exposure to marketing platforms such as Google Ads, Facebook Ads, or analytics tools Familiarity with SQL or light scripting for troubleshooting purposes Experience contributing to a company knowledge base or help center. What You Bring A commitment to learning and growing in a fast-paced, high-tech environment Empathy for customers and a calm, professional approach to resolving issues A proactive mindset-you look for ways to improve the process Benefits Cash compensation for this role includes a base salary but may vary based on job-related knowledge, skills and experience. Other benefits include: Work from home (We are 100% remote!) 4-Day Work Week Unlimited Vacation Employee Stock Options 401k Health, Dental, Vision and Life Insurance An awesome place to work (Inc Magazine - Best Place To Work, and Glassdoor 4.7 Star Rating) Free books supported by NinjaCat's reading program Personal learning and development stipend Monthly health and wellness reimbursement Ability to have a huge impact on a growing company Ability to use "cat" puns and memes all day long Interested but unsure if you check every box? We encourage you to apply anyway. Skills are transferable, and we value passion and potential just as much as experience. Equal Opportunity NinjaCat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. NinjaCat makes hiring decisions based solely on qualifications, merit, and business needs at the time. Applicants must be located and authorized in the US or Canada. At this time, NinjaCat does not offer visa sponsorship or transfers. Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Customer Service Industries IT Services and IT Consulting Referrals increase your chances of interviewing at NinjaCat by 2x Get notified about new Technical Support Associate jobs in Chicago, IL . Chicago, IL $111,000.00-$33,200.00 2 months ago Global Support Engineer II - Surgical Robotics Windows 11 Upgrade & Migration Specialist REMOTE AI Systems Engineer - High-Performance Computing Chicago, IL 175,000.00- 300,000.00 1 week ago Chicago, IL 100,000.00- 120,000.00 2 days ago Chicago, IL 115,000.00- 155,000.00 1 day ago Chicago, IL 140,000.00- 160,000.00 2 weeks ago Chicago, IL 175,000.00- 250,000.00 1 day ago We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

Join to apply for the Technical Support Manager role at 1WorldSync 5 days ago Be among the first 25 applicants Join to apply for the Technical Support Manager role at 1WorldSync Description Are you experienced in technical support and are looking for the next step in your career? Do you thrive in a busting customer care environment? Does assessing customer needs and guiding a team to appropriate resolutions make you really happy? Good news! 1WorldSync is looking for a Technical Support Manager to join our team in Chicago, IL. Description Are you experienced in technical support and are looking for the next step in your career? Do you thrive in a busting customer care environment? Does assessing customer needs and guiding a team to appropriate resolutions make you really happy? Good news! 1WorldSync is looking for a Technical Support Manager to join our team in Chicago, IL. 1WorldSync is the industry leader in product content management. With 550 employees across the US, Brazil, Canada, Germany, Portugal, Switzerland, and the UK, we're seeking a Technical Support Manager to support our growing global team. Reporting to the Senior Director, Technical Support, the Technical Support Manager is required to lead, coach, and manage the team responsible for performing basic to intermediate technical support services. They will efficiently utilize standard call center technologies included, but not limited to, ticketing, telephony, communications, networking, customer communities, knowledge management and customer-specific systems. In this role, the Technical Support Manager will be responsible for ensuring proper issue escalations are handled appropriately and follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs. As a Technical Support Manager at 1WorldSync, responsibilities include the following: Leading the team to ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adhering to defined Service Level Agreements Proactively coach, mentor, and train the customer care team to ensure high productivity and morale Actively seeking to understand the customers' needs and/or the root cause of the current issue Acting as a customer advocate and seeking to take ownership of customer issues through resolution Managing inbound calls and emails from customers Participating in the organizations' quality assurance program as appropriate Resolving assigned customer requests within established service levels and ensure the team is maintaining a balanced workload Monitor, balance and help to resolve functional escalations Using a training in the moment' approach, mentor the team with the intent to maximize knowledge and efficiency Continuously striving to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies. Following established protocols to escalate appropriate requests to more advanced functions within the service model Providing after-hours support for priority incidents Following and participating in security practices as needed Mentor new hires, provide training, and share best practices for quick integration, high performance and understanding of syndication complexities Educate teams on syndication processes and join monthly engineering calls to resolve issues Documentation ownership: update scripts, improve processes, and create clear documentation Tooling & System Improvements: lead A/B testing, system walkthroughs, and contribute to improving PWR Distribution architecture Required Skills And Experience Two-year degree in a technical curriculum preferred 5+ years of experience with technical support 5+ years of experience in a Customer-facing environment Desired Skills And Experience Experience utilizing CRM tools; Microsoft Dynamics, Remedy/OTRS/JIRA or equivalent People management skills, including coaching, performance management, and administrative tasks Excellent analytical and interpersonal skills Exceptional oral and written communication skills Solid teamwork qualities and ability to work effectively in a matrix environment Superior customer services skills In-depth knowledge of all 1WorldSync capabilities and solutions Excellent technology problem-solving skills Friendly, patient, and articulate telephone manner with strong customer service mentality Understanding of XML and Web Services solutions a plus Working knowledge of AS2 desirable Strong planning, prioritizing, and organizational skills Positive and strong enthusiastic demeanor High level of initiative and self-motivation and ability to work in a team environment Strong written and verbal communication skills; excellent listening skills Compensation $85,000 - $2,000 base salary, depending on experience. This role is eligible for an annual discretionary corporate bonus. Candidates can expect salary offers that range from the minimum to the midpoint of the salary range. 1WorldSync provides full pay ranges so candidates can consider their growth potential. Benefits Incredible health benefits (FSA and HSA options), with dental and vision coverage. 401(k) plan with employer match. Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave. Short and long term disability and life insurance. Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, long term care and whole life insurance, identity theft prevention, tuition reimbursement, and pet insurance. Additional Details This is a hybrid position that requires 3 days per week at our Chicago headquarters location. This role requires the candidate to have the authority to work in, and be located in the US. This position requires up to 5% travel. 1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate. Americans with Disabilities Act (ADA) 1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at (email protected). Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at 1WorldSync by 2x Sign in to set job alerts for Technical Support Manager roles. 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Join to apply for the Technical Support Engineering role at Microsoft 1 day ago Be among the first 25 applicants Join to apply for the Technical Support Engineering role at Microsoft Get AI-powered advice on this job and more exclusive features. With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. Overview Reviews complex issues and contacts customers to understand issue. Resolves customer issues through problem solving, collaboration, and research. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Assists in the implementation of end-to-end readiness programs. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities Response and Resolution: Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Product/Process Improvement Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Identifies potential defects and escalates to more senior engineers to resolve. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team. Other Embody our culture and values Qualifications Required Qualifications: 3+ years technical support, technical consulting experience, or information technology experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience. Other Qualifications Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance. Additional Or Preferred Qualifications Knowledge of Purview Security & Compliance or equivalent technologies Basic knowledge of networking protocols and endpoint behavior Familiarity with network traces or browser dev tools to analyze HTTP traffic Understanding of regular expression (REGEX) SC 900 certification PowerShell or scripting skills Language skills (French, Portuguese or Spanish) Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $68,300 - $37,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD 93,200 - 151,200 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: Single reqs: Microsoft will accept applications for the role until June 3rd, 2025. #CES #CSS #SCIM Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Information Technology Industries Software Development Referrals increase your chances of interviewing at Microsoft by 2x Get notified about new Technical Support Engineering jobs in Illinois, United States . 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• Ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adheres to defined Service Level Agreements
• Actively seek to understand the customer's needs and/or the root cause of the current inbound request
• Lead "voice of client" communication process with Product Management, to define requirements for product improvements and new features to grow and scale the business
• Manage inbound requests from customers
• Resolve assigned customer inbound requests within established service levels and balancing workload
• Monitor, balance, and help to resolve functional escalations from agents in partner locations
• Actively participate in the 1WorldSync Customer Community
• Continuously strive to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies
• Own and drive both external client projects and internal projects to improve how we work including client upgrades, internal tools, and documentation
• Perform quality assurance management and testing for clients
• Follow established protocols to escalate appropriate requests to more advanced functions within the service model
• Provide after-hours support for priority incidents as needed
  
  

• Bachelor's degree or practical equivalent experience
• 1+ years working in a client-facing technology role
• 1+ years of experience in a call center environment or equivalent is required
  
  

• Proven problem solving skills and ability to communicate technical concepts to both technical and non-technical coworkers and clients
• Proven ability to analyze data sets for both issue resolution and optimization
• HTML, JavaScript, XML, CSS, and SQL knowledge a plus
• Solid teamwork qualities and ability to work effectively in a matrix environment
• Excellent technology problem-solving skills
• Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action
  
  

• $25.48 - $27.40 per hour base salary, depending on experience.
• This is a full-time, non-exempt position.
• This role is eligible for an annual discretionary corporate bonus.
• Candidates can expect salary offers that range from the minimum to the midpoint of the salary range.
• 1WorldSync provides full pay ranges so candidates can consider their growth potential.
  
  

• Incredible health benefits (FSA and HSA options), with dental and vision coverage.
• 401(k) plan with employer match.
• Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
• Short and long term disability and life insurance.
• Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.
  
  

• This is a hybrid position that requires 3 days per week at our Chicago headquarters location.
• This role requires the candidate to have the authority to work in, and be located in the US.
  
  

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at (emailprotected).

Join to apply for the Technical Support Engineer role at Confluent Join to apply for the Technical Support Engineer role at Confluent Get AI-powered advice on this job and more exclusive features. This range is provided by Confluent. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more. Base pay range $43.00/hr - $9.00/hr We're not just building better tech. We're rewriting how data moves and what the world can do with it. With Confluent, data doesn't sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them. It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together. One Confluent. One Team. One Data Streaming Platform. About The Role Technical Support Engineers work at the intersection of our client services and engineering teams and drive customer success by helping identify and resolve critical business issues. In this role you will interact directly with our customers to provide software development and operations expertise, leveraging deep knowledge of best practices in the use of Apache Kafka, the broader Confluent Platform, as well as complementary systems. You will be hands-on in fixing issues seen by Confluent customers and contributing fixes back to the open source community. Throughout all of these interactions, you will build strong relationships with customers, ensuring exemplary support and timely resolution to customer requests. What You Will Do Working with customers to resolve a wide range of issues with their Confluent deployments Contributing to process development - we are a small team, so we are looking for people who want to help us lay the foundation for growing efficiently and with a best-in-class culture Communicating with our core engineering team to provide real-time product feedback from the field Improving product documentation and authoring knowledge base articles Creating and reviewing product demos and internal tooling Working closely with the team behind Apache Kafka! What You Will Bring 1+ years of related experience Must be able to work PST timezone Excitement in learning about streaming data and becoming a domain expert in Apache Kafka Experience in diagnosing, reproducing, and resolving customer issues Desire to make customers successful through direct interaction Two out of these three: Experience troubleshooting applications running on Linux (resource contention, network bottlenecks, etc.) Operational knowledge of Java applications (jstack,jmap, etc.) Experience with at least one mainstream distributed system (e.g. Kafka, Hadoop, Cassandra, etc.) Ready to build what's next? Let's get in motion. Come As You Are Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible. We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law. Seniority level Seniority level Entry level Employment type Employment type Full-time Job function Job function Information Technology Industries Software Development Referrals increase your chances of interviewing at Confluent by 2x Get notified about new Technical Support Engineer jobs in Arizona, United States . Technical Support Specialist - Swing Shift Arizona, United States 54,000.00- 80,000.00 4 days ago Arizona, United States 54,000.00- 80,000.00 1 week ago Arizona, United States 84,400.00- 134,970.00 1 day ago Arizona, United States 106,200.00- 124,740.00 5 days ago Phoenix, AZ 55,000.00- 75,000.00 2 weeks ago Phoenix, AZ 120,000.00- 130,000.00 2 days ago Phoenix, AZ 80,000.00- 140,000.00 3 days ago Phoenix, AZ 131,700.00- 197,500.00 2 weeks ago Greater Phoenix Area 122,000.00- 231,000.00 1 month ago Call Center Representative / Pharmacy Tech Support Arizona, United States 138,550.00- 214,450.00 2 weeks ago Software Engineer II, Backend (Identity Decisioning) Phoenix, AZ 68,320.00- 150,920.00 1 week ago We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

The Technical Support Engineer team is looking for an individual with engineering and or web development experience that wants to be a part of creating truly exceptional customer experiences as well as educating and supporting our customers on a global level. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. Our Support Engineers partner with our customers to tackle challenging technical issues they face in innovative ways.

In this role, you will be directly responsible for helping people integrate Intercom into their products, diagnose and report problems they have, and serve as the bridge between our customers and our product teams. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers' to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they're encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.

This position will be hybrid with the expectation to work from the office 3 days a week and work from home the remaining 2 days of the week. You are welcome to work from the office full-time if that is preferred.
What will I be doing?

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Owning customer communications and issues from initial contact until resolution.
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of.
• Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.
• Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
• Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
• Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams.

• Complete company onboarding, becoming familiar with Intercom's values, strategy, and goals.
• Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
• Start talking to customers in the inbox and build "inboxing" fundamentals through Paired Inboxing sessions.
• Showcase successful and proactive communication about your training progress and needs/questions that arise.

• Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
• Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer's query.
• Demonstrate ownership in the execution of your work.
• Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.

• Receive QA reviews and action feedback.
• Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
• Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
• Successfully meet KPI targets and/or goals.
• Demonstrate Intercom's Values in your work and alignment with the company vision and strategy.

• 1-2 years of technical support experience.
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Ruby, Rails, APIs.
• Understanding of REST API, SDKs & Webhooks.
• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Asana, etc.).
• Strong customer focus (excels at + enjoys helping customers).
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable).
• Strong problem solving skills (ability to think critically and learn on-the-fly).
• Ability to troubleshoot and utilize resources to answer questions on baseline topics.
• Ability to take on + action feedback.
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.

• Completion of technical coding bootcamps, programs, courses, etc.
• Previous experience working in a troubleshooting environment.
• Understanding code syntax or use of specifically supported frameworks.
• Experience configuring our supported iOS/Android Plugins (mobile SDKs).
• Familiarity with native mobile development.

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

• Provide efficient, accurate, professional technical support to customers and company employees with a focus on outstanding customer service.
• Be available to answer customer calls promptly during scheduled hours of operation and maintain an availability percentage of at least 70%.
• Use rigorous logic and troubleshooting methods to find effective solutions.
• Practice attentive and active listening.
• Achieve and maintain technical competency.
• Stay up to date with the latest technologies.
• Test new hardware and software.
• Resolve issues with our hardware and software.
• Understand, review, and apply current departmental and company policies and procedures.
• Keep records of customer interactions, create orders, leads and service documents in the company database.
• Create technical documents for departmental and customer use.

• Associate degree or better, or related business experience.
• Previous technical support or related technical experience a plus.
• Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth Wi-Fi and USB devices.
• Ability to maintain a positive attitude and professional manner within a customer service environment.
• Reliable and punctual attendance.
• Good problem solving and communication skills.

• Provide efficient, accurate, professional technical support to customers and company employees with a focus on outstanding customer service.
• Be available to answer customer calls promptly during scheduled hours of operation and maintain an availability percentage of at least 70%.
• Use rigorous logic and troubleshooting methods to find effective solutions.
• Practice attentive and active listening.
• Achieve and maintain technical competency.
• Stay up to date with the latest technologies.
• Test new hardware and software.
• Resolve issues with our hardware and software.
• Understand, review, and apply current departmental and company policies and procedures.
• Keep records of customer interactions, create orders, leads and service documents in the company database.
• Create technical documents for departmental and customer use.

• Associate degree or better, or related business experience.
• Previous technical support or related technical experience a plus.
• Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth Wi-Fi and USB devices.
• Ability to maintain a positive attitude and professional manner within a customer service environment.
• Reliable and punctual attendance.
• Good problem solving and communication skills.