Tier 2 Technical Support Engineer

WorkStep is the leading employee engagement platform for the frontline. Our comprehensive solution brings HR and Operations teams together to help reduce turnover, increase productivity, and engage the hourly workforce. With WorkStep, leaders gather the feedback they need to take action and drive their business forward.

Our mission is simple: to make the supply chain a better place to work. WorkStep’s holistic employee engagement solution ties feedback to business outcomes and empowers leaders to drive meaningful, organizational change. By bringing comprehensive listening, predictive analytics and workforce communication together in one solution, WorkStep gives companies within e-commerce, manufacturing, retail, CPG, transportation, and logistics the tools they need to take action and transform their business.

We are seeking a skilled and proactive Tier 2 Support Engineer to join our team. This role involves fielding and resolving complex or technical customer support cases escalated from our Tier 1 support team. The role involves diagnosing technical issues related to software bugs, collaborating with customer-facing teams to triage with stakeholders, and working closely with our engineering team to resolve technical problems. The ideal candidate will be a clear communicator and problem-solver who is adept at managing multiple tasks and can deliver effective solutions promptly.

Requirements

• Minimum of 3 years of experience in technical support, specifically in a SaaS environment.
• Strong understanding of web technologies, including HTML, CSS, JavaScript, and server-side components.
• Experience with SQL databases and the ability to write and troubleshoot SQL queries.
• Excellent problem-solving skills and the ability to manage multiple tasks under pressure.
• Strong communication skills and the ability to work effectively in a team environment.
• Familiarity with support ticketing systems and experience in documenting technical content
• Passion for the WorkStep mission
  

Preferred Experience

• Experience supporting enterprise SaaS is highly desired
• Experience with early stage startups is preferred
• Previous experience in a Tier 2 support role or higher
• Knowledge of programming languages such as Python, Java, or PHP is a plus
• Experience with API integrations and troubleshooting
• Bachelor’s degree in Computer Science, Information Technology, or related field

Benefits

WorkStep is a fully remote company, meaning our team can work from where it suits them—whether that's East Coast or West Coast, in the mountains, or at the beach. We're a collaborative bunch who are focused on helping our customers succeed and deliver results, FAST. But we also know how to have fun and enjoy each other's company. Our benefits include:

• Remote working environment
• Flexible PTO
• Top-notch technology
• Annual team building on-sites
• Workspace, wellness, and professional development stipends
• Internet and phone reimbursement
• Competitive company-sponsored health, vision, and dental benefits package
• Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission