Total Expert

Support Engineer

• Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup.
• Serve as primary support liaison between Total Expert and end users.
• Responsible for documenting incidents in required tracking systems.
• Proactively keep customer informed of how and when problems are resolved with strong focus on retention and referenceability.
• Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution.
• Convey customer feedback and escalations to Management.
• Work collaboratively within Support and across other departments to ensure proper handling of customer issues, i.e.
• Development, Customer Success, etc.
• Assist in verifying user-reported issues and communicating to the proper internal channel for resolution.
• Assist in testing resolutions to ensure effectiveness.
• Promote and maintain a high quality, professional, service-oriented company image among end users and team members.
• Take initiative to constantly expand product knowledge within our platform.
• Demonstrate ability to adapt to fluctuation and increase in workload.
• Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office.
• Access to internet will be required for remote coverage.
• Assist with other duties as assigned by management.

Technical Support Specialist

• Troubleshoot client's product questions or problems via live chat, email and phone, focusing on product functionality, operating environments and system configuration/setup
• Provide accurate and timely processing of customer inquiries submitted by Admins
• Keep a close eye on Support product question Slack channels and assist Tier 1 with questions submitted
• Assist in the training of new Support staff
• Serve as primary liaison between Total Expert and end users
• Document incidents in required tracking systems
• Proactively inform customers of how and when problems are resolved with strong focus on retention and referenceability
• Manage workload to ensure all customers' issues are handled in a timely manner and driven to resolution
• Convey customer feedback and escalations to Support Leadership
• Work collaboratively across other departments (Development, Customer Success, etc.) to ensure proper handling of customer issues
• Assist in verifying user-reported issues and communicate to the proper internal channels for resolution
• Assist in testing resolutions to ensure effectiveness
• Document and maintain up-to-date support policies, procedures, and knowledge base articles
• Function as Subject Matter Expert for escalation and edge case Support issues
• Promote and maintain a high quality, professional, service-oriented company image among end users and team members
• Take initiative to constantly expand product knowledge within the platform
• Participate in Saturday shift following team rotation guidelines (remote or in-office)

Senior Technical Support, Tier 1

Engineering Manager

• Total Expert is looking for an experienced engineering leader to join its Product and Engineering organization to expand and support the Total Expert platform and the teams that build it. As an Engineering Manager, you will lead cross-functional agile software teams to continuously deliver value to our customers while collaborating closely with Product and other stakeholders to create alignment and set technical direction. We are looking for a leader who excels at both coaching and leading technologists, has experience continuously improving teams through retrospectives and a value-driven focus, and has a genuine passion for leading technologists using cutting-edge technologies and practices.
• This position follows a hybrid schedule with in-office work required two days per week at our St. Louis Park, MN office.
• What you’ll be doing:
• Collaborate with Product and other Engineering leaders to set priorities, manage work in progress, and provide technical direction.
• Coach team members on problem analysis, estimating, software design, development, and testing within an Agile software methodology.
• Drive and develop the team’s Agile development processes with a focus on quality and lean principles.
• Champion and support department level objectives and process improvements across our Engineering teams to increase velocity and produce effective quality software that our customers love.
• On-going management and professional development of team members including goal setting, mentoring on software development practices, software engineering technical skill building, and expanding domain knowledge into related technologies or new areas of the Total Expert platform.
• What we are looking for:
• Passion for building great products, innovating, and solving complex customer problems.
• An equal passion for enabling great teams through listening, empathizing, serving, and inspiring.
• Solid track record of building relationships and collaborating at all levels of the organization.
• Someone that thrives in startup culture: has a growth mindset, is resilient, adaptable, and curious.
• 10+ years of experience working within a team-based SaaS software development environment.
• 5+ years of experience managing a software team and providing technical direction to team members.
• Experience leading groups of software and quality engineering team members using Agile or Lean development practices such as Scrum or Kanban.
• Demonstrated experience identifying, implementing, and measuring team processes to improve quality, flow, and developer experience.
• Experience working closely with, or managing, quality-focused team members on projects and support requests.
• Experience building and maintaining enterprise web applications in a CI/CD environment.
• Experience creating or driving best practices around leveraging automated unit testing to improve quality and increase velocity.
• Compensation/Benefits: The anticipated base salary range for this role is $180,000 - $200,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Technical Support Specialist

Senior Technical Support, Tier 1

Senior Manager, Software Engineering