Support Engineer I

Seismic is a leader in sales enablement technology, delivering integrated solutions that connect marketing, sales, and buyers to drive meaningful engagement. We develop cutting-edge SaaS solutions, ensuring innovation, quality, and global reach to meet our customer needs. 

We specialize in delivering modern, scalable, and multi-cloud solutions that empower businesses to succeed in today's digital era. Leveraging the latest advancements in technology, including Generative AI, we are committed to driving innovation and transforming the way businesses operate. 

The Support Engineer I is a key member of the Customer Support team, directly assisting users of our software, which is utilized by some of the world’s largest brands and agencies. This individual will work collaboratively with customers and internal resources to field, research, diagnose, and resolve inquiries.

The ideal candidate is a self-starter with a positive, motivated attitude who thrives in dynamic environments. If you are someone who is passionate about technology, tech support, and customer service, capable of handling diverse situations effectively via customer support cases and chat conversations, we want to hear from you!

• 2-3 years of relevant work experience.

• Positive, motivated, and proactive attitude.

• Strong academic record, demonstrated success in achieving goals, and a Bachelor’s degree preferred.

• Ability to empathize with customer concerns and understand their key business objectives and challenges.

• Comfort and adaptability in dynamic environments with changing priorities.

• Excellent organizational, time management, multitasking, and attention to detail skills.

• Analytical mindset with the ability to recognize trends in customer submissions.

• Proficiency with written and oral communication, ensuring clarity and precision.

• Strong listening skills and the ability to interpret complex questions.

• Demonstrated interest in technology and solving challenging technical problems.

• Desire to work in a high-growth, fast-paced environment.

• Comprehensive understanding and technical knowledge across the different Seismic SaaS offerings.

• Ability to troubleshoot common customer issues using tools such as HAR files, New Relic logging, and browser session information.

• Experience with ServiceNow, Jira, Salesforce, or similar customer service systems is a plus.

• Familiarity with Google Apps, iOS and Android, Microsoft Office, and other business applications.
• Makes an impact on resolving customer issues while enhancing the ability to resolve issues requiring cross-departmental collaboration.
• May support multiple channels of support.
• Deals with conflict constructively, seeks guidance and feedback from others, leans on senior team members to learn best practices.
• Communicates clearly and effectively with other engineers and external teams.

• Is able to communicate and interact well with manager, team members, and other professionals in the team as well as cross-functionally at the same level.

• Assist customers with primary issues and follow-up questions.

• Diagnose customer issues and perform initial bug triage to