Technical Support Engineer - California, United States - Ease Inc

Ease Inc California, United States

2 weeks ago

Description

About Ease
digitally transforms plant floor audits around the world with EASE.

The enterprise-grade mobile platform combines simplicity and efficiency with powerful performance insights, driving quality and safety on the plant floor.

Industry leaders, including Aston Martin, Dana, 3M, Tenneco, and Samsung, trust EASE to facilitate and analyze millions of plant floor audits every year.

With deployments in over 40 countries, EASE supports more than 25 languages, solidifying its position as a category leader for quality management, as recognized by G2 and Gartner.

Headquartered in San Clemente, California, is a dynamic company that recently secured a growth investment from Luminate Capital Partners, further fueling its robust growth trajectory.

Position Summary
EASE is seeking an entry level Technical Support Engineer to add to our growing team. In this role, you will work on a small but growing team on the front and back lines.

Support Engineers are responsible for providing technical support to customers by answering complex questions on functionality and product usage via the web, phone, and email.

Support Engineers are also responsible for recreating customer problems and collaborating with other parts of the organization to bring resolution to the customer.

The ideal candidate should be highly focused technically, possess good communication skills both verbally and in writing with an emphasis on providing excellent customer service.

In addition, the Technical Support Engineer will work closely with the Customer Success team and at times will assist the QA team with testing new features, identifying bugs in software and other general QA support.

This position will report to the Customer Support Manager.

Salary Range:
$21-$25 per hour DOE

Work Location:
Remote

Work Hours:
Shift will be Monday-Friday 6am to 3pm. Shift time will vary for the first 3 months for training.

What You'll Do:
Customer Support, Incident and Problem Management.

Manage and triage EASE Audit app support tickets and communicatewith the customers, product managers, customer success, and development team for timely resolution.

Answer support related emails and phones calls from customers.
Remote assist customers as needed using tools like Zoom and Microsoft Teams.
Product Support and QA assistance for new features, bug fixes and general product releases.
Replicate issues and escalate to DevOps, QA, and/or Development as needed.
Create and maintain cases/tickets using CRM (FreshDesk).

Required Qualifications & Skills:
AS or AA degree or higher in information technology, business, communications, or related field preferred.
Understanding of supporting SaaS product solutions utilizing MySQL/SQL, Windows Operating Systems Client and Server.
Experience providing support for cloud-based SaaS products.
Minimum of 5 yearsexperience in similar customer support position.
Excellent communication skills and the ability to develop and maintain effective internal and external working relationships.
Ability to take ownership and coordinate projects from beginning to end, working with multiple departments and outside organizations effectively.

Preferred Qualifications & Skills:
Understanding of industrial engineering concepts and practices.
Prior plant or factory floor experience.
Second language (any).
SQL Certification

What We Offer:

We collaborate with respect and humility for one another and place great value on work/life balance, ensuring you can enjoy a fulfilling personal life alongside your professional endeavors.

We believe in having fun while we do it
Employee development and training are deeply ingrained in our DNA.

We are committed to investing in your growth and providing a clear career path, so you can look forward to continuous learning, skill enhancement, and advancement opportunities.

We prioritize the health and happiness of our employees. Along with a highly competitive compensation package, we offer a comprehensive and generous benefits package to support your well-being.

Our benefits package includes medical, vision, and dental coverage, ensuring you have access to top-quality healthcare when you need it.

We value your peace of mind and provide Life/AD&D insurance coverage, offering financial protection for you and your loved ones.

We understand the importance of taking time off to recharge and rejuvenate.

That's why we offer Paid Time Off, allowing you to take the breaks you need to maintain a healthy work-life balance.

We support your long-term financial goals through a 401(k) plan with an employer match, helping you build a secure future.

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