Technical Support Engineer

Herndon, VA

Reporting to the VP Customer Success you will

  • Ensure overall customer satisfaction by responding to customer issues and questions
  • For any nominated customer accounts, orchestrate overall relationship and be the trusted technical advisor for assigned customers, by working directly with customers through their customer journey with Strivacity (pre-sales, deployment/implementation, service/support, generating upsell leads, and renewals)
  • Advocate for customer needs/issues cross-departmentally and program manage customer concerns and service/support needs
  • Educate customers on the features of Strivacity Fusion
  • Improve product documentation and the Strivacity knowledge base
  • Assist customers with custom lifecycle event hook scripts
  • Communicate feature requests and professional services escalation to Engineering and Product Management
  • Possess strong written, verbal and presentation skills

What we can offer you

  • The opportunity to work in a fast-paced, fun environment with like-minded highly experienced people
  • We work with the latest bleeding-edge cloud technologies and infrastructure
  • Highly competitive benefits including unlimited PTO, flexible working hours, 401k matching, health insurance and stock options
  • Up to four days company paid conference attendance per year
  • Up to ten days company paid training allowance per year

What we’re looking for

  • 5+ years in a related function with direct customer advocacy and direct customer engagement experience
  • Experience in a high growth, rapidly evolving environment
  • Exceptional verbal, written, social, presentation, and interpersonal skills
  • Strong technical skills and experience
  • Strong skills in data analysis and interpretation
  • Ability to quickly grasp concepts and solve complex problems
  • Experience in NodeJS development/scripting is advantageous

How we work

  • We are obsessive about client satisfaction
  • We’re respectfully critical and analytical of everything we do. You should expect and be able to positively respond to constructive feedback
  • We believe the best ideas should always win, even if they’re harder, longer, and more complex!
  • We operate to high attention to detail
  • We’re obsessive about security, no matter how small the details may be. We expect you to be too

Other details

  • We’re hiring only those who are authorized to work in the United States. Strivacity does not sponsor immigration visas
  • We’re an equal opportunity employer, and we prohibit discrimination and harassment of any kind
  • Strivacity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Strivacity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, […], family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Strivacity will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages