Role: Customer Support Engineer, Tier 1
Description: As a Customer Support Engineer on our Tier 2 Support Team, you will utilize your Salesforce configuration and technical knowledge to provide world-class support to our customers!
What you'll do
- Be a primary contact for customer technical support and display a high sense of urgency and ownership during customer interactions.
- Use Salesforce Service Cloud to triage, collect missing information, and respond to incoming support cases.
- Work directly with our customers to resolve their reported issues.
- Strong in relationship building/management with clients and internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, and Support).
- Prioritize your workload effectively with foresight and attention to detail.
- Ensure the Support team goal of “being an asset to our customers” is always met.
- Validate customer-reported bugs and create tickets in Jira.
- Assist with reporting issues and gaps found with customer-facing product documentation.
- Communicate clearly with management, customers, sales, and developers to ensure customer business requirements are translated accurately for proper troubleshooting assistance.
- Recommend product enhancements and new product opportunities to the Product team.
- Meet or exceed all customer and internal interaction metrics defined by the Director of Support.
What we look for
- Experience working on SaaS products, especially on CRM or CX(Help Desk) products, is preferred
- Salesforce experience as an Administrator or Business Analyst preferred
- Salesforce Admin (201) Certification required
- Technically proficient with an aptitude for learning new technologies quickly
- Enjoys interacting with customers virtually and speaking to large groups
- Excellent written and oral communication skills
- Strong organizational, presentation, and coordination skills
- Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations
- While we are a remote-friendly team, this role requires availability during US Pacific or Mountain time business hours.
What we offer
- An incredible team of smart and supportive people
- A deep feeling of satisfaction and completion
- Fully remote global team working from home
- Stock options for every employee
- Flexible work week
- $400 office stipend
- Maternity/Paternity leave
- Student loan debt assistance
- Pledge 1% – time off during the year for helping nonprofits
- Health insurance contribution (if in the US)
- Children's 529 college fund assistance (if in the US)
About Blackthorn
We have four native apps on the Salesforce AppExchange for managing Events, collecting Payments, sending Messages, and protecting Data. We’re a growing, distributed team with teammates in countries across the world. We move fast and have a significant structure in our product build process. Everyone on our team has deep experience within their respective roles. Our customers span from 1-person companies to Fortune 500s.