Addigy

Support Engineer

• Provide industry leading white glove customer service and support to our customers who are also IT Professionals.
• Timely handling of incoming support tickets through all pertinent channels
• Escalation of complex support issues to Tier 2 Support Engineers to get the ticket resolved
• Contribute to Support Knowledge Base Articles
• Assist with onboarding of new Addigy Interns and Tier 1 Support Engineers
• Work on Zendesk tickets and resolve issues with superior customer satisfaction
• Address customer inquiries via email, chat, phone, etc.
• Troubleshoot macOS, iPadOS, and iOS environments; escalate when needed
• Proactively call customers to better understand complex issues
• Research and identify solutions before escalating
• Use internal documentation/resources to resolve issues
• Create/update Knowledge Base articles
• Assist with onboarding/training of Interns
• Follow SOPs to log/document issues; escalate unresolved cases
• Continuously identify ways to improve processes and customer experience

Support Engineer – Tier 1

Revenue Operations

• Own our go-to-market systems, processes, and analytics to enable Sales, Marketing, Customer Success, and Finance to execute with precision and scale.
• Optimize quote-to-cash, improve forecasting, and operationalize renewals and expansion across our stack.
• Ensure accurate data flow from lead to invoice to renewal by managing tools and processes across Salesforce, Sage Intacct, HubSpot, iDialogue/CPQ, Gainsight, etc.
• Analyze current tools and systems, recommend and implement replacement tools to ensure revenue systems operate efficiently.
• Elevate Salesforce as the trusted system of record by strengthening data quality, governance, workflows, and integrations.
• Own GTM data prep and analytics for quarterly board and planning meetings, providing accurate, reconciled KPIs for Sales, Marketing, and Finance.
• Evaluate, select, and optimize the quoting strategy and tooling by assessing business requirements and leading implementation.
• Build data correlation and pipelines between Sage Intacct, Salesforce, and Gainsight to improve forecasting across churn, expansion, and net-new.
• Automate subscription renewal operations and maintain sales territory models.

Support Engineer – Tier 1

Director of Revenue Operations