Customer Support Specialist

Engrain

Customer Support Specialist providing support for Engrain's map-based tech products through inquiries and troubleshooting. Collaborating across departments to ensure high-quality customer experience.

Posted 6/30/2026full-timeGreenwood Village • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $57,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

Actively address customer inquiries, updates, and support issues via phone, email, and remote virtual meetings.
Serve as an expert across multiple products to promptly identify solutions for customer requests, routing tasks within project management software and across departments to ensure efficient and high-quality project execution.
Provide technical support, as well as remote troubleshooting that helps resolve hardware, software, and/or network issues.
Ensure end users’ software and hardware are performing and continue to perform correctly.
Quality assurance of delivered work: proofread, review functionality and design, and test technology prior to confirming resolution with clients.
Track and monitor the technical issues and steps taken to resolve the issue to ensure timely resolution.
Provide other assistance as needed in support of the company’s efforts to maintain strong, long-lasting, and mutually beneficial relationships with clients.

Requirements

What you’ll need

Exceptional written and verbal communication skills: explain complex technical issues in a clear, concise, and easy-to-understand way.
Time management and organization skills: prioritize and manage your time effectively to ensure prompt resolution.
Critical thinking and problem solving skills: analyze the customer's issue, ask the right questions, and think through a solution.
Customer empathy: remain patient, with a positive attitude, and focus on providing a helpful, supportive experience.
Technical troubleshooting: diagnose and resolve a wide range of issues, including hardware, software, and network problems.
Product knowledge: become an expert on all of the company's products to effectively guide customers and identify solutions.
Familiarity with support software: proficiency with customer relationship management (CRM) and ticket management systems like Salesforce or Zendesk is a significant plus.
Quality assurance: test and review a solution before confirming it with a client.
Generative AI: AI assistants, and automation platforms to enhance personal and team productivity. Comfortable with supervising AI-generated outputs, ensuring accuracy in reports, communications, and logistical planning
Adaptability: can learn new information quickly and adjust with new information. The tech landscape and product information can change quickly.
Teamwork: can work independently, you will also need to collaborate with other departments, routing tasks, and working together to ensure a smooth resolution for the customer.

Benefits

Comp & perks

100% coverage of employee’s health, dental and vision insurance with basic plan
Up to 12 weeks of paid parental leave
Up to 18 days annually of PTO & 10 holidays per year
Dog-friendly office
401(k) match up to 4 percent
Annual stipend for personal growth through our Grow475 program
On-site amenities including a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportRemote TroubleshootingProduct KnowledgeQuality Assurance TestingNetwork Issue Resolution

Soft Skills

Exceptional Communication SkillsCritical ThinkingProblem SolvingCustomer EmpathyAdaptability