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Technical Support Engineer

Company: Workfront
Location: Lehi
Posted on: November 20, 2020

Job Description:

Do you love exploring the ways technology can help a company can better operate and get work done*

Do you love helping people and sharing your knowledge*

Do you want to grow your career with a company that rewards your hard work*

Do you want to improve your work/life balance and work from the comfort of home*

Why Workfront Technical Support*

Our engineers care deeply about our customers and work closely together across oceans and time zones to provide professional, immediate, 24x7 support to anyone that needs assistance with our product. We are not a call center. We don t use scripts. Our engineers think logically for themselves and have actual conversations with our customers. We manage to do all of this and still provide a fun work environment with good work/life balance. We ve lost count of how many times we ve been named one of Utah Business Magazine s Best Companies to Work For here in Utah. You should enjoy getting out of bed and coming to work every day, we do! If you are a team player that truly cares about your customers and want to secure your future in the rapidly expanding SaaS industry, Workfront may be the place for you and we may be the team that will take your career to the next level!

Do You Have What It Takes*

We are looking for smart problem-solvers who are detail-oriented, experienced and motivated to provide excellent service to our customers and partners throughout the world. You will get to know the core features of our Workfront product at an expert level. The primary responsibility is to manage customer issues related to Workfront products and services over the phone as well as through tickets and chat. Technical support engineers must be able to identify the issue by troubleshooting and testing with the customer and work with our escalation teams, as needed, to resolve any issues to our customer s satisfaction. You will have the opportunity to improve processes and customer experience by creating new knowledge about our product and providing your insights to fellow colleagues and the management team. This is a remote position, reporting to our headquarters in Silicon Slopes in Lehi, Utah.

If you have previous experience in SaaS and working in a B2B environment and would like to be on the front lines of our support team of Engineers as we progress our Global Team to also be Remote, we would love to talk to you.

Your Responsibilities Would Include...

* Providing a professional level of technical support to Workfront customers via phone, chat and email updates

* Meeting obligations of Service Level Agreements between Workfront and its customers

* Understand processes in order to work efficiently and provide customers with the right answer

* Providing feedback and insights to the team on ways to better serve our customers

* Creating and improving our Knowledge Base content, both internally and externally

* Becoming an expert in the Workfront product and helping others to do the same

What Is Required*

* A quiet workspace

* High speed internet

* Occasional travel to headquarters for events or summits

* Must be a team player

* Excellent written and verbal communication skills

* Good listenerU.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Workfront are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, and you are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Keywords: Workfront, Lehi , Technical Support Engineer, Engineering , Lehi, Utah

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