Launch Mobility, Inc.

Support Engineer

• Serve as first contact for SaaS product customers, receiving and triaging requests
• Provide on-time technical support to help customers find solutions to issues
• Guide customers to navigate system challenges to create the best technical support experience and improve client loyalty
• Research, diagnose, troubleshoot, and resolve customer issues/tickets
• Provide remote support to clients and escalate when necessary
• Use service desk systems and project management tools to manage tickets and documentation
• Collaborate with internal teams and stakeholders to resolve issues
• Maintain documentation and knowledge base entries
• Follow software development lifecycle (SDLC) and Agile methodologies in workflows
• Participate in continuous learning and professional development

Technical Support Engineer II

Product Designer

• Design and contribute to exceptional user experiences for Launch Mobility's digital products
• Participate in ideation, user research, testing, and persona/workshop facilitation
• Create user flows, wireframes and task flows to conceptualize functionalities
• Collaborate with Designers and Developers to deliver intuitive, user-friendly web and mobile software
• Produce and present product documentation within a Digital Product context
• Implement and optimize processes to improve efficiency in product development
• Work autonomously and proactively within cross-functional teams to drive projects forward

Technical Support Engineer II

UX Designer