Technical Support Engineer

Funnel Leasing Inc., is hiring for an Technical Support Engineer. As a Technical Support Engineer you are responsible for providing exceptional customer support for the company's software products. This role will troubleshoot and resolve complex technical issues, collaborate with engineering teams to address product defects, and contribute to the development of knowledge base resources. A successful candidate will have experience in troubleshooting and configuring software, excellent problem-solving skills, and a strong customer-focused mindset. The salary range for this role is $70,000 - $90,000 per year. This role reports to the Associate Manager Technical Support Engineer. Why Funnel?We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!Employees may be eligible for various benefits. Generally, we provide employee access to:Health insuranceDental and Vision insuranceCompany paid Life/AD&DLong-term Disability insuranceShort-term Disability insuranceTerm Life insuranceFlexible Spending Account (FSA)Health Savings Account (HSA)Retirement Plan - 2% company matchEAPIn addition to these benefits, we also offerRemote/Hybrid OpportunitiesUncapped Discretionary Time offSick Leave13 paid holidaysOne time remote work stipendEmployee recognition programEmployee-led Groups (ELG’s)Who is Funnel Leasing?Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We’ve created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We’re in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you’ll meet.The Technical Support Engineer essential roles and responsibilities include, but are not limited to the following:Roles and responsibilitiesCustomer SupportReceive and process incoming support tickets from various channels.Analyze and prioritize tickets based on urgency and impact on users or the organization.Provide timely and effective resolution of complex customer issues related to the company's software productsCommunicate with customers through various channels, such as such as tickets updates, email, chat, and phone, ensuring a positive customer experienceCollaborate with engineering teams to address product defects and implement solutionsDevelop and maintain strong relationships with customers, acting as a trusted technical advisorKnowledge Base DevelopmentContribute to the development and maintenance of knowledge base resources, empowering customers with self-service support solutionsCollaborate with the Technical Support team to identify recurring issues and develop documentation to address themProvide feedback to product and engineering teams to drive product improvements based on customer feedbackCross-Functional CollaborationWork closely with engineering, product, and sales teams to ensure a seamless customer experienceParticipate in product training sessions and stay up-to-date with the latest product features and enhancementsShare insights and best practices with the Technical Support team, promoting a culture of continuous improvementFoster a customer-focused mindset within the Technical Support team, promoting a high level of service and satisfactionEncourage professional development and continuous learning opportunities for team membersMaintain open communication channels and promote a feedback-driven environmentPerform other duties as assigned and modified at the manager's discretionEducation, Work Experience, and CertificationsDegree or coursework in Computer Science, Engineering, or related fields is beneficial but not a must-have3-4 years of experience in technical support, software engineering, or any customer-facing tech roleFamiliarity with or willingness to learn about software development processes, cloud-based infrastructure, and troubleshooting methodologiesSome experience with programming languages such as Python, JavaScript, or Ruby is preferredStrong problem-solving abilities, excellent communication skills, and readiness to learn new thingsDesire to stay current with industry trends and emerging technologies Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.Equal Employment OpportunityFunnel provides equal employment opportunities to all qualified individuals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.Americans with Disabilities ActEmployees must be able to perform all essential job functions, with or without reasonable accommodation.Job ResponsibilitiesThe above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position. Funnel may change the specific job duties with or without prior notice based on the needs of the organization.

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