Technical Customer Support Engineer - San Francisco, United States - Parade

Description

Parade is the leader in providing capacity management tools to freight brokers and 3PLs.

Our technology platform revolutionizes the digital landscape for our customers with the vision of becoming the Bloomberg Terminal for Trucking, an $800B industry.

Our platform has already been recognized by Inc. Magazine, Business Insider, and FreightTech and we're just getting started

Technical Customer Support Engineer

Parade is revolutionizing the logistics space by tackling its most pressing problems. We use advanced automation, AI, and machine learning to make freight more efficient and transparent. With a steady stream of new products, we're always at the cutting edge, addressing the future needs of freight.

Since our breakthrough Series A funding in early 2022, we have rapidly scaled and recently secured an additional $17M in venture funding, fueling our growth and our commitment to driving the future of logistics.

Join us in crafting groundbreaking solutions and influencing the future of logistics

Responsibilities

Own resolution of tier 2 support conversations from investigation, root cause analysis, escalation to Engineering and Product teams, and providing recommendations and fixes back to the customer
Act as the primary escalation point for Customer Support Representatives, handling more complex customer issues and inquiries
Develop and refine advanced troubleshooting techniques and methodologies, creating scale and repeatable for solving common customer issues
Mentor and provide guidance to Customer Support Representatives, aiding in their professional development and knowledge enhancement
Lead the creation and maintenance of detailed help documentation
Provide guidance and subject matter expertise to Product teams on customer feedback, sentiment, and needs
Support new product rollouts by creating documentation, workflows, and other assets to help customers understand and adopt new features

What Success Would Look Like in Your First Few Months

In 2 weeks, hop into the queue as a frontline representative and triage tickets for escalation
Become a product expert on Parade
Document knowledge gaps and make recommendations for resources to help customers self serve on key needs
Own your individual performance for resolution CSAT and resolution time
Develop a point of view on top priority customer issues to provide to management
Establish yourself as a reliable point of contact for Customer Support Representatives, offering expert advice and timely escalation when necessary

Basic Qualifications

Minimum of 3 years of experience in a customer support role or equivalent, preferably in a SaaS or logistics-related company
Proven track record of handling complex customer support issues in a tech-driven environment
Strong analytical skills coupled with excellent problem-solving, investigation, and troubleshooting capabilities
Demonstrated ability to prioritize and balance customer and team needs, making data-driven decisions for tooling and process enhancements

Preferred Qualifications

Exceptional attention to detail and a deep understanding of customer needs and expectations
Proficiency in advanced support tools (e.g., JIRA) and data analysis tools (e.g., SQL, Excel, Tableau)
Specific expertise in TMS and logistics SaaS products, with a broad understanding of industry challenges and solutions

Perks

Competitive salary and compensation package with full Medical, Dental, and Vision benefits
401k plan to help you save for the future
UNLIMITED Paid Time Off - and we want you to use it
100% Remote
Company Offsites to get to know your teammates

Compensation

The expected on-target compensation for this role is between $50,000-$60,000 for work performed in the United States.

Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferable skills, education, location, business needs, training, and market demands.

This range may be modified in the future.

Parade is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, positive, professional, and respectful environment for all our employees.
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