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Customer Support

| Greater Boston Area

The support team at LeanIX is a critical part of our present and future success, and we are looking for absolutely and only the best people out there with a passion for solving customer problems and questions. We take the success of our customers very seriously. We feel their joy. We feel their pain.

Responsibilities:

  • Provide initial response, operational assistance, and development of software workarounds and/or resolutions
  • Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies
  • Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
  • Bring in the customer's voice to develop our product
  • Participate in root cause analysis and resolution of reported problems
  • Work closely with the Customer Success Manager (CSM) to maintain visibility and provide consistency to the customer
  • Ensure all issues are systematically tracked, escalated and communicated
  • Share resolutions internally, and with customers via the product documentation
  • Contribution to product documentation enhancement
  • Proactively communicate with customers and team members regarding status of customer inquiries or problems
  • Working with a state-of-the-art Customer Support tool

Requirements

  • 2+ years of relevant work experience is desired
  • Strong written and verbal communication skills in English
  • Solid experience in problem analysis, resolution and debugging of software problems
  • Knowledge of HTML, CSS, Javascript (knowledge of other programming languages is a plus)
  • Team player who will innovate to continue improving the way LeanIX serves its customers
  • Passion for IT
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • TypeScriptFrameworks
    • nginxFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • HubspotLead Gen

Location

Our office is located in Downtown Boston, super close to various T and commuter rail stops. We have awesome lunch spots nearby, and even better views!

An Insider's view of LeanIX, Inc.

What’s the vibe like in the office?

Really entertaining. We swing between "silly" & "energetic" to "in the zone and get things done!" It's inspiring to see how everyone finds their own way to enjoy their job each day. We rarely live the same day twice, so it's easy to be passionate here. We know how to have fun but we also know how to use that same energy to reach our goals!

Vincent

Customer Success Manager

How do you collaborate with other teams in the company?

I work with everyone as Legal mitigates risk which touches all areas of the business. Communication is essential, you never know what remark will spark an idea. Everyone has to be on the same page and understand their contribution. We don't have time for passengers, everyone must contribute. You have to trust your colleagues to follow through.

Frank

Legal Counsel

What’s the vibe like in the office?

There is a very supportive and team-oriented vibe in the LeanIX office. We have a lot of different roles and each wear many different hats, but rally together as one team and support each other’s success.

Doug

Regional Sales Director

What are LeanIX, Inc. Perks + Benefits

Culture
Volunteer in local community
LeanIX actively volunteers in the local community with organizations like the Ronald McDonald House and the Greater Boston Food Bank.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Happy Hours
Professional Development Benefits
Job Training & Conferences
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