Technical Support Contractor
CoinTracker
SQL
Technical Support Engineer
Accela
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $70,000 per year
Job Level
Junior
Tech Stack
CloudJavaScriptSQL
About the role
- Serve as the point of contact for customer inquiries via cases or phone channels.
- Troubleshoot configuration, workflow, scripting, integration, and performance issues.
- Replicate reported issues in controlled environments and perform test validation to confirm behaviors.
- Document detailed reproduction steps, troubleshooting actions, and resolutions in Salesforce.
- Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate complex defects.
- Own cases until resolution or proper handoff, ensuring timely updates and clear communication.
- Contribute to the knowledge base with new solutions, FAQs, and process improvements.
- Participate in swarm sessions to accelerate resolution of widespread or critical issues.
- Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
- Represent the voice of the customer and provide feedback on product usability and gaps.
Requirements
- 1–3 years in SaaS technical support or related customer-facing troubleshooting role.
- Familiarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).
- Experience with application configuration, user roles, and permissions.
- Strong analytical, written, and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with Salesforce Service Cloud or similar CRM system.
- Demonstrated curiosity, accountability, and follow-through.
Benefits
- flexible time off
- comprehensive medical, dental, and vision plans
- family planning benefits
- 401(k) retirement savings plan with company match
- health savings account with company contributions
- flexible spending account
- life, accident, and disability coverage
- business travel insurance
- employee assistance programs
- other well-being benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HTMLXMLJavaScriptREST APIsSQLapplication configurationuser rolespermissions
Soft skills
analytical skillswritten communicationverbal communicationtime managementcuriosityaccountabilityfollow-through
