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Technical Support Engineer

Remote

We’re Changing the Rentals Industry

We’re a profitable, growth-stage company specializing in industry-leading martech and data SaaS products for the rentals industry. Originally known for building and operating one of the U.S.’s largest rental marketplaces, Rentable, we have since expanded our portfolio to include two high-growth products: an AI mar-tech solution and ApartmentIQ, a category-leading competitive intelligence software.

We’re a 100% remote team of 90+ spread across the U.S. from coast to coast. We operate on a strict no a**holes policy, and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth.

While we’ve raised $30MM+ to date from some of the world’s best investors, we’re profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital. 

If you like the idea of joining an industry-changing company made up of people who genuinely like each other, Rentable could be a great fit for you.

The Role 

The Technical Support Engineer is primarily responsible for providing technical assistance to clients to help solve their most complex issues. This person will be the point person for complex, escalated tickets as well as the engineering production support tickets. This role will act as a liaison between engineering and support as well as being responsible for coordinating with clients and other internal stakeholders to ensure client success. The person in this role will provide leadership, technical support, and training to other team members to ensure that everyone is following best practices and setting clients up for success. 

Responsibilities: 

  • Diagnose and Resolve Issues: Analyze, troubleshoot, and resolve complex technical issues related to software, hardware, networking, and system configurations
  • Incident Documentation: Accurately document all support interactions, incidents, and resolutions within the ticketing system for tracking, reporting, and future reference
  • Consistently meets OKRs and KPIs as communicated by your manager
  • Collaborate with Teams: Work closely with engineering, product, customer success, sales, and other relevant teams to resolve escalated issues and contribute to product improvement through feedback on recurring technical problems
  • Customer Education: Provide end-users with guidance, training, and support materials to increase their understanding of the products and to prevent recurring issues
  • Problem Escalation: Identify issues requiring advanced troubleshooting or escalation, ensuring timely hand-off to senior engineers or relevant departments
  • Develop Support Tools: Create or contribute to support tools, automated scripts, and diagnostic resources that enhance support capabilities and enable faster resolution of issues
  • Assist in Maintaining the Knowledge Base: Regularly update and expand the internal knowledge base with solutions, best practices, and troubleshooting steps to improve efficiency in addressing future issues
  • Stay Updated on Product and Industry Changes: Keep current on new product features, updates, and industry trends to provide the best possible support
  • Feedback Loop with Product Teams: Communicate recurring issues and user feedback to product and development teams for consideration in future releases
  • Meet Service Level Agreements (SLAs): Ensure that all support interactions meet or exceed established SLAs for response and resolution times

Qualifications:

  • 5+ years of experience in a Technical support engineer role
  • Excellent verbal and written communication skills
  • Excellent interpersonal and customer service skills
  • Professional and pleasant telephone manner
  • Ability to explain technical issues to technical and non-technical employees and customers
  • Strong analytical and problem-solving skills
  • Proficient with Google Suite or related software
  • Detail-oriented and dependable, with a positive and curious attitude
  • Experience with Salesforce (or other comparable CRMs), support, ticketing software systems, and best practices
  • Bachelor’s degree or higher a plus
  • PropTech or SaaS industry experience is a plus

Why Rentable:

  • 100% remote workplace
  • Competitive Compensation
  • Flexible Vacation 
  • Medical, Dental, and Vision Insurance
  • 100% paid Short-Term Disability, Long-Term Disability, and Life Insurance program
  • 401k Program

If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter. 

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.

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*For purposes of these questions, please note that "sponsorship for employment visa status” means an F-1 Form I-983 Training Plan endorsement or F-1 I-20 endorsement (OPT), H-1B visa petition, H-1B visa transfer, O-1 visa petition, E-3 visa petition, TN status,  and 'job flexibility benefits' (also known as I-140 portability or Adjustment of Status portability). Please ask us if you are uncertain whether you may need immigration sponsorship or desire clarification.

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