Technical Support Engineer | Intradiem | Remote (United States)

<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Who We Are</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Intradiem is a technology company on a mission to reinvent customer service through automation.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What We Do</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">How We Work</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Culture</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Our Values</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:</p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Servant’s Heart</strong>—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Craftsman’s Attitude</strong>—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200"><strong class=" font-semibold">Revolutionary Spirit</strong>—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.</span></li>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Title:</strong> <strong class=" font-semibold">Technical Support Engineer</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Location:</strong> <strong class=" font-semibold">Remote/Virtual</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Reports To:</strong> Manager, Technical Operations</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Your Role:</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proactively communicate and document issue status to internal teams and customers.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Track and manage issues using standard tools such as Salesforce and Jira.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Conduct all business in accordance with Intradiem policies and procedures.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Perform all other duties as assigned.</span></li>
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<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Your Background:</strong></p>
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Bachelor’s degree in Computer Science, Information Technology, or a related field.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum of 2-5 years of experience in a technical product support, development, or in a troubleshooting capacity.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">3+ years of experience in the following areas<!-- -->
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<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">SAAS support</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Microsoft SQL Server</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Creating SQL Queries</span></li>
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<p></span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience with Call Center software or Workforce Management.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Familiarity with software applications and troubleshooting tools.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Knowledge of networking protocol</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Salesforce or other comparable CRM experience.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong systems administration experience in Windows operating systems.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven analytical and problem-solving skills within a technical environment.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Exceptional communicator with the ability to convey information clearly and concisely in both written and oral form.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Must be customer-focused and service-oriented with the ability to thrive in a team environment.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">A sense of urgency to serve and contribute to customer success.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to collaborate with team members and others within Intradiem to resolve support issues.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Capability to empathize and adapt to new and different situations by reading the behavior of customers.</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Work Authorization:</strong><em>Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.</em></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><em>Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.</em></p>