[Remote] Junior Support Engineer

Note: The job is a remote job and is open to candidates in USA. Practifi is a financial technology company that values a collaborative and supportive work culture. As a Junior Support Engineer, you will provide frontline technical support to clients, helping them troubleshoot issues and learn the platform, while working closely with the Client Success team.ResponsibilitiesTriage and resolve Tier 1 support tickets in Zendesk, including password resets, how-to guidance, standard setup tasks, basic functionality questions, common errors, and minor configuration adjustmentsCommunicate with clients to collect information, research issues, perform testing, and replicate problems to identify solutions or workaroundsManage your ticket queue proactively—responding within 24 hours of initial request, and within 2 hours for urgent mattersRequest and use client sandboxes to test and replicate environments when neededEngage the right internal teams to escalate issues or unique requestsSkills1–2 years of experience in a technical support, helpdesk, or customer-facing technical roleFoundational understanding of SaaS platforms or CRM systems (Salesforce experience a plus)Strong written communication skills—you'll spend a lot of time writing clear, empathetic responsesAbility to troubleshoot and problem-solve methodicallyWillingness to obtain Salesforce Associate Certification within 6 monthsSomeone who's comfortable being themselves (pets bombing Zoom calls welcome)Curiosity about how things work and how they could work betterAppreciation for transparency (we share everything—pay, challenges, wins)Collaborative spirit (our Slack channels cover everything from work projects to reality TV)Benefits20 days paid vacation10 days paid sick3 paid personal days3 paid volunteering daysComprehensive benefits packageAnnual Learnbucks for continued educationCompany OverviewPractifi is a CRM and business management platform for financial advisory firms, streamlining client data, workflows, and insights. It was founded in 2013, and is headquartered in Sydney, New South Wales, AUS, with a workforce of 51-200 employees. Its website is https://www.practifi.com/.



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