Lattice

Technical Support Engineer

Lattice

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $81,000 - $101,500 per year

Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • This is Technical Support at Lattice: Technical Support Engineering team serves as the backbone of customer satisfaction and product excellence; provide expert technical assistance and diligently troubleshoot customer issues with tailored solutions; initial point of contact for technical inquiries, driving resolution and actively participating in process enhancements to continually elevate the customer experience.\n
  • You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone\n
  • You\'ll independently manage technical cases to ensure prompt resolution\n
  • You\'ll improve processes based on data insights, focusing on documentation and engineering tasks\n
  • You\'ll support the prioritization of engineering bugs and tasks and balance the needs of our customers\n
  • You\'ll lead product feedback projects to improve operational efficiency\n
  • You\'ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective\n
  • You\'ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams\n
  • May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building

Requirements

  • Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions\n
  • You possess a genuine passion for ensuring our customers achieve both personal and professional success\n
  • You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions\n
  • You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating "What\'s Next?"\n
  • You have prior experience in HR technology, particularly in HRIS and/or payroll\n
  • Your proactive approach drives you to identify and implement effective solutions\n
  • You demonstrate robust skills in SQL, integrations, and database administration\n
  • You are located in the PST timezone