Provide second-tier technical support for Customer Success: investigate and reproduce incidents using SQL and log/data analysis, troubleshoot with developers/DevOps, document findings, submit and track bugs or enhancement requests, and advise internal teams to resolve customer issues.
How you’ll make a difference:
As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer will provide second tier, technical support utilizing application expertise, exploration of system data, and technology stack. You will also work closely with Product Managers, Developers, Dev Ops and other experts to troubleshoot and identify solutions for customers utilizing built-in functionality whenever possible, identifying alternative approaches when necessary, building a reproducible case for identifying bugs, or clarifying product enhancement requests.
You will be integral to Allego’s success through:
- Investigating support incidents escalated from the internal Customer Success Team. Support may include data gathering and documenting for clear understanding of the reported problem.
- Reproducing or isolating possible culprits using log analysis, data review, testing in development environments, and working directly with the external customer
- Identifying gaps in CS knowledge and push to close those gaps by escalation to responsible parties and creation of documentation where appropriate
- Be the Intersection of product expertise and customer insights to understand what the product functionality is capable of and how the functionality is put into practice
- Be able to advise PM, developers or CS when necessary
- Be a customer advocate by submitting and track bug remediation and/or functional enhancement on customer behalf
Requirements
The ideal candidate will have:
- Knowledge of relational databases and understanding of SQL
- Familiarity with cloud services (AWS a strong plus)
- Ability to develop documentation based on information from software developers to support Customer Success and customers
- Ability to work independently as part of a team that is largely remote
- Bachelor's Degree, certification in a related field or 2 years experience working in a technical support, help desk, or SAAS operation environment
Benefits
Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:
- Medical, dental, and vision coverage
- Unlimited vacation
- Paid parental leave
- Health Reimbursement Account (HRA)
- Flexible Spending Account (FSA)
- 401(k) with company matching
- Short & long-term disability, AD&D, and life insurance
- Allego stock options
Compensation: $55,000 - $65,000
Allego Waltham, Massachusetts, USA Office
Close to the highway and plenty of restaurants and parking!
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