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    Production Support Engineer - Seattle, United States - Quantum Metric

    Quantum Metric
    Quantum Metric Seattle, United States

    1 week ago

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    Description
    Our Culture

    Quantum Metric's number one objective is happy people, diverse and inclusive culture.

    We're passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.

    As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work.

    We hold regular company-wide events, seasonal challenges + games, and Quantum Metric sponsored local outings when Zoom becomes too much.

    We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.

    We are also passionate about the connections we build with our customers. You'll not only work with some of the world's most recognized brands, but build lasting relationships.


    At Quantum Metric we value all types of experience and education and don't expect you to meet every qualification for this position.

    We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

    About The Role

    You'll be part of our production support team, providing world-class support to our customers. You'll achieve expert level knowledge of product capabilities and configuration options. Equipped with this knowledge, you'll respond to support inquiries, share knowledge, and help customers solve problems. You'll partner with platform engineering and customer success teams to diagnose issues and ensure top customer concerns are prioritized. You will innovate and solve new problems every day.


    This role is perfect for experienced support engineers who want to grow their skills with new technologies, learn from and be mentored by experienced leaders, and gain real-world experience in the Digital Intelligence space.

    If you're motivated and aspire to eventually move into a senior role in Product Support, Sales Engineering, or Customer Success, this is a great place to start.

    Responsibilities

    Research and resolve support inquiries from customers and internal stakeholders
    Lead live customer troubleshooting sessions using screen sharing technology
    Respond to tickets within SLA required timelines and provide regular updates via written correspondence
    Attend customer meetings, as required, to provide ticket status and explanations
    Document solutions in the customer facing support Knowledge Base as part of Knowledge Centered Support

    Requirements

    1+ years experience in a customer facing technical support role
    Bachelor's Degree in Computer Science, Software Engineering, Information Systems or equivalent technical training
    Experience with SQL, JavaScript, CSS, HTML and React
    Familiar with Modern CSS Frameworks and Libraries
    Solid Understanding of the HTTP Request / Response Cycle
    Experience with a support ticketing system (Salesforce, Zendesk, Jira etc.)
    Excellent written communication skills
    Ability to professionally manage conflict or challenging situations with enterprise customers
    Experience with Knowledge Centered Support methodology
    Able to manage a large volume of tickets in a timely manner

    Compensation:
    $72, ,000

    Perks and Benefits


    This will be the best group that you ever work with We support one another through obstacles and succeed as a team.

    Your hard work will be well rewarded.

    Most importantly, you'll be strapped to a technology rocket ship bound for greatness Your success at Quantum Metric will be a milestone in your career.

    Group benefits

    Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)

    Employee Assistance Programs (EAP)

    Telehealth options

    Voluntary Life & AD&D, STD, LTD

    Healthy Rewards – Discount Programs

    Calm App access

    401k and Options / Equity

    13 company holidays

    Unlimited Paid Time Off

    Sick leave

    Parental/Adoption Leave


    In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.

    Promotional opportunities

    Rewards and recognitions programs

    Robust onboarding and training program

    One-time stipend for work at home employees

    Monthly business expense stipend

    Flexible work environments

    Employee Discount Program (Perks at Work)

    Employee Referral Program

    Lead Referral Program

    MacBook and awesome swag delivered to your door

    Encouraging and collaborative culture

    RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)

    About Quantum Metric


    As the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do.

    The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business' bottom line.


    Today, Quantum Metric captures insights from 40 percent of the world's internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications.

    6 of our customers come from the top 25 Fortune 500 Companies. Our customer retention rate is 98%.


    In January of 2021, Quantum Metric secured its place as the first tech unicorn of the year with an above $1 billion valuation and a $200 million Series B funding round, and we are using those funds to accelerate our product and people growth.

    Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last four-consecutive years, and has made Best Places to Work list by Glassdoor, BuiltIn, Fast Company and Forbes.

    If the above role seems like a match and you're interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you


    The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

    Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly.


    Quantum Metric will only provide offers of employment and all communications regarding employment from an official email address and/or LinkedIn inMail.

    Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate's sensitive information and/or any upfront fees/costs during the job application process.

    Quantum asks that any candidates report any suspicious recruitment efforts to

    Quantum Metric is an E-Verify employer: https://e-

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