Support Engineer
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
- 3-5 years experience providing technical support for software; SaaS is a plus
- Proven understanding of web technologies such as Chrome, Safari, Firefox, etc.
- 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