Technical Support Engineer

Dispatch is redefining how the world experiences home and field service. Trusted by leading brands and service providers, we power seamless, reliable service experiences through a modern platform built for scale. With deep roots in field service innovation, including the acquisition of Youreka, a leading no-code mobile automation solution on Salesforce, and the backing of Vista Equity Partners, Dispatch is positioned for rapid growth.

We’re not just another software vendor. We’re a true brand partner, combining powerful technology, exceptional people, and a partnership-first mindset to deliver measurable value for our customers. Come join us to contribute to our future. We have built a sales-friendly culture and we run fast. Commitment to our employees and our culture is key to a rewarding career track. 

The Customer Experience/Solutions team is a group that helps, supports, and guides our enterprise customers and their service provider network from a technical standpoint. You will serve as the key technical advisor and support for customers, working alongside Customer Success Managers (who own the relationship and program success). You are the subject matter expert of Dispatch solution, and are technically curious and driven to solve problems. Your objective is to ensure sound deployment and execution of the Dispatch solution by our customers, to drive adoption of new capabilities and features, and to help resolve problems and issues experienced by our Enterprise Customers and many of their network Service Providers.  

AS THE TECHNICAL SUPPORT ENGINEER YOU WILL: 

• Develop a deep understanding of the customer journey and how Dispatch solution fits into it 
• Learn all of the Dispatch products functionally, and understand the architecture and technical tools needed to help analyze and triage issues as they arise
• Keep up a constant knowledge of Dispatch product modules, as well as the ongoing release, enhancement, and additions.
• Communicate with users, IT, and/or Engineering representatives at Customer Account on integration-related topics with products (e.g., Salesforce, QuickBooks Online).
• Advise both customers and internal teams (especially Customer Success) on the deployment of new Dispatch capabilities, solution roadmap for the Customer, and provide guidance throughout such deployment
• Serve as an escalation point and help Technical Support triage problems.
• Work well under pressure, helping to track issues as they are triaged and then pass through the bug life cycle process within Dispatch.
• Recommend changes to maximize the efficient and timely resolution of issues.
• Provide technical support to customers and partners, interacting with Engineering, Dev-Operations, and cross-functional management regularly on high-profile technical issues.
• Establish strong working relationships both within the Customer Operations team and throughout the Product and Engineering teams and Professional Services.

WHAT WE’RE LOOKING FOR: 

• A technical solutions consultant and/or technical support guru with 2+ years of experience at a software company (preferably SaaS) supporting higher-tier technical issues including complex escalations, integrations, and customer specific configurations
• Patient, methodical, and structured with how you tackle issues and go about problem-solving
• Able to understand Customer’s business needs/process and translate them into technical requirements/solutions, and vice versa
• Skilled at writing feature requests or bug tickets for our product and engineering teams
• Comfortable engaging with Customers, both Enterprise Accounts and their network of Solution Providers, to help further triage issues
• Proactive in your communication style, open to raising and escalating issues internally where necessary
• Strong problem solving instincts - you enjoy digging deep to understand the “why,” not just applying surface-level fixes
• Self-driven, focused on measurable results and productivity
• Excited to thrive in a fast-paced, results-driven, start-up culture that expects phenomenal things every day

SOME SKILLS WE SEEK:

• Knowledge of SQL/Relational Databases [required]
• Read and write JSON [required]. Plus an understanding of JSON and web services based API’s
• Basic understanding of Networking protocols such as DNS, SSH, HTTPS, SFTP
• Experience supporting applications in the cloud
• Salesforce experience required; admin-level experience and/or Salesforce certifications strongly preferred
• Comfort leveraging AI tools at both an operational and administrative level
• Hands-on experience with making REST API calls and experience with Postman
• Hands-on experience with Python [preferred]
• Hands-on experience with log analysis tools such as Loggly and AWS Cloudwatch [preferred], or similar analysis tools
• Lead and debug application logs to determine root cause and remedy when appropriate
• Understanding of how web based programs, and mobile apps function
• Understanding of data transformation practices 
• Strong leadership, teamwork, communication & cross-group collaboration skills
• Willingness to learn new technologies and engage with product issues at a detailed level
• Project management skills: ability to coordinate competing tasks and manage multiple priorities 
• Excellent written and verbal communication, and presentation skills
• Keen attention to detail and adherence to deadlines

WITHIN ONE MONTH, YOU’LL:

• Attend Dispatch’s New Hire Orientation
• Meet with current members of the Customer Operations team individually to understand what’s working, what’s not, and gather learnings to implement into your role
• Gain a strong understanding of the Service Industry space and the business challenges Dispatch solves; become a product expert on Dispatch Solutions

WITHIN THREE MONTHS, YOU’LL:

• Have a strong understanding of the business, and begin teaching us a thing or two we don’t know
• Have deep knowledge of Dispatch’s solutions and articulate its value proposition
• Have a solid understanding of Dispatch technical architecture and ecosystem
• Own day-to-day communication and management of technical inquiries from Customers or Customer Operations team
• Assigned to accounts (strategic or paying) – familiarize yourself with the solution(s) deployed, and understand path forward (or project goals) from technical perspective

WITHIN SIX MONTHS, YOU’LL:

• Continue to own day-to-day communication and management of technical inquiries from Customers or Customer Operations team; Establish relationship with Customers’ technical point of contacts (if exist) 
• Act as an escalation point for assigned customers
• Begin to review, assess, and take actions on Customers’ technical enhancements, new feature deployment, etc.  
• Become proficient in Dispatch’s internal tooling systems, using them comfortably and efficiently
• Contribute to executive business reviews when applicable

WITHIN TWELVE MONTHS, YOU’LL:

• Establish yourself as a technical advisor to the assigned accounts
• Take a role of technical advisor to other (non-assigned) accounts and internal team
• Be a conduit to Customer Operations team and Engineering (and Product Management)

SALARY

The base salary range for this role is between $75,000 - $100,000 annually.  Actual pay within the range is influenced by multiple factors, including but not limited to skill set, your residence location, and prior work experience. In addition to base salary, this position is eligible for bonus, equity, and benefits, and are not included in the provided pay range.

LOCATION

Dispatch accommodates remote work, however we prefer a candidate who resides in Boston, MA as our training and onboarding requires hybrid office attendance. Once onboarded, we embrace the transition to fully remote work if preferred. Want to spend a month in Italy? Great, do it! After our training period, as long as you are crushing your goals and helping us drive the business forward, you do you. Our office in Boston will remain open and available for you to use.

WE HAVE

• An amazing team focused on innovating and improving every day
• Room for growth and an emphasis on talent development including a professional development reimbursement program
• A fun, casual team environment with co-workers who will make you feel like you are an important part of our team, engage you in developing new solutions to challenging problems, and help you leverage your strengths
• A generous medical, dental, and vision package with 90% covered by us! 
• Paid parental leave
• 401k with company match
• Company sponsored Life Insurance coverage, short term disability, long term disability
• Additional perks including a wellness and adventure fund, as well as monthly personal uber credits
• Unlimited Paid Time Off (PTO) package, 9 company Holidays, and a flexible work schedule

Still with us?

We’re ready to meet you if you wake up every day eager to get your hands dirty in a high growth start-up atmosphere. Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Dispatch is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.