Support Engineer

| Chicago | Hybrid
Sorry, this job was removed at 3:49 a.m. (CST) on Tuesday, July 21, 2015
Find out who's hiring in Chicago.
See all Developer + Engineer jobs in Chicago
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Sprout Social is searching for a Level 2 Support Engineer to join our Customer Advocacy team.  As a Level 2 Support Engineer you will act as a liaison between Customer Advocates (Level 1) and Engineering with the sole purpose of helping resolve complicated technical issues and making the support process more efficient. This will include activities such as investigating, troubleshooting, and reproducing issues escalated by the Customer Advocacy team and providing feedback to improve manual and automated testing pre-deployment, preventing recurring defects and regressions.

This role is tactical and strategic, striving to provide excellent customer service for every ticket while looking for longer-term improvements. Success is seen by explicit, measured progress in the above mentioned areas. As Sprout Social is used by more than 15,000 brands around the world, strong support is pivotal to customer success. Companies like Adobe, Pivotal Labs, Google, Marvel, and Evernote rely on Sprout to create stronger relationships with their customers through social media.

We believe in enabling the Customer Advocacy team and their Support Engineers to independently solve tickets. If you feel this team and the work they do fits your values and interest, please keep reading.

Responsibilities

  • Respond to escalated tickets in a timely manner
  • Use creative troubleshooting techniques to solve complicated issues
  • Reduce/minimize monthly average of time to resolution
  • Reduce/minimize monthly percentage of tickets that are assigned to engineers
  • Police assigned tickets to ensure they aren’t neglected and that involved parties are effectively communicating
  • Enable Customer Advocates to set proper expectations with customers by communicating issue status and priorities
  • Work with Customer Advocates to improve initial documentation of tickets
  • Document answers or resolutions for all tickets that don’t require Engineering, facilitating efficient future resolution
  • Using documentation, strive to reduce the number of tickets reaching engineers to only those that require code changes (true tickets) or other system-level problems
  • Work with internal teams to develop processes to reduce the number of customer education tickets
  • Identify scenarios that would benefit from changes to manual or automated testing and liaise with the broader Quality Assurance team to implement changes
  • Provide tools and education to Customer Advocates to enable them to independently resolve customer tickets

Desired Skills and Experience
Required:

  • Self-starter
  • Diligent, attentive and disciplined, ensuring that all tickets get assigned and are promptly resolved
  • Strong communication skills; clearly expresses concepts and scenarios in written and verbal forms; able to author layman-level explanations of complex technical situations for customers with flawless spelling and grammar
  • Very comfortable as a user of Linux
  • Able to efficiently explore system logs on Linux systems using command-line tools such as grep and other text-parsing utilities (cut, awk, pipe)

Strongly Desired:

  • Experience with support software such as Jira
  • Experience with SQL
  • Experience using scripting languages (e.g., python, perl, php)

About Sprout Social
Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success.

Team Sprout is a group of very talented, smart and passionate people with broad interests and backgrounds. We’re proud to regularly be recognized for software, product and company culture achievements. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. We have built a benefits program to match the strength of our team. This program includes:

  • Insurance and benefit options that are built for both individuals and families, including generous company contributions
  • Progressive benefit programs, like our parental leave program and free Divvy bike memberships
  • High-quality and well-maintained equipment - your computer will never prevent you from doing your best
  • Beautiful, convenient and state-of-the-art offices in Chicago’s Loop
  • Solid programs in some of the staples: transportation, disability and life insurance
  • Wellness initiatives to ensure both health and financial well-being of our team
  • Breakfast and lunch options onsite, and more healthy snack options and beverages than you can imagine
  • Growing corporate social responsibility program that is driven by the involvement and passion of our team members
Read Full Job Description
Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • SalesforceCRM

Location

131 S Dearborn, 7th Floor, Chicago, IL 60603

An Insider's view of Sprout Social

What’s the vibe like in the office?

We are invited to bring our authentic selves to work. The result is a culture without pretense.

Aja Saunders

Receptionist Systems Specialist

What's the biggest problem your team is solving?

The Growth Activation squad is focused on the challenge of retaining trial users and converting them into subscribers. We find solutions by A/B testing our features, using data science for quantitative analysis, using user interviews for qualitative analysis and working with other teams at Sprout on Growth strategies.

Andrew Kos

Senior Software Engineer

How has your career grown since starting at the company?

When I first joined Sprout, I could count the entire Sales team on one hand. Since then, my career has taken a variety of paths, from training and enablement to assisting our Sales team from a strategic perspective as a Solutions Engineer. Thanks to a workplace environment that fosters growth, I’ve been able to advance my career at Sprout.

Jordan Balkin

Solutions Engineer, Sales & Success

How do you empower your team to be more creative?

Instead of turning down ideas that seem unattainable, we encourage our teams to think through how we can solve challenges in unique ways. By testing and experimenting, we create an environment that fosters innovation and promotes creative thinking.

Jamie Gilpin

CMO

What's something quirky about your company?

At the conclusion of our company wide Kickoff party, tubs of McDonalds cheeseburgers mysteriously appear and rain down on us like a blizzard in the Chicago winter. But a good blizzard.

Molly Jones

Senior Employee Experience Manager

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

We’re proud to regularly be recognized for our team, product and culture. Our benefits program includes:

- Insurance and benefit options that are built for both individuals and families
- Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
- High-quality and well-maintained equipment—your computer will never prevent you from doing your best
- Wellness initiatives to ensure both health and mental well-being of our team
- Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
- Growing corporate social responsibility program that is driven by the involvement and passion of our team members
- Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

More Jobs at Sprout Social

Easy Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Sprout SocialFind similar jobs like this