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Technical Support Engineer

New York City

About us: 

Templafy is the leading AI-powered document generation platform for companies with a need to create accurate, compliant, and on-brand documents with maximum efficiency and ease. Accessible directly from applications like Microsoft Office, Google Workspace and Salesforce, Templafy is trusted by more than 800 industry leading enterprises, including KPMG, IKEA, and BDO. Our platform simplifies document workflows and eliminates the complexity and risk associated with the content creation process.

Founded in Copenhagen, Denmark, in 2014, Templafy’s success is built by our 60+ employee nationalities found at offices around the world. We believe that when people feel valued, heard, and empowered, they perform at their best—creating fulfillment for all. Our unique product and dedication to innovation, diversity, and excellence have raised over $200 million in funding from top investors like Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.  

What we’re looking for:  

We are looking for a Technical Support Engineer to join our already skilled global team of 5 full-time Technical Support Engineers. 

As a Technical Support Engineer, you will be responsible for providing daily enterprise support to our customers, partners and colleagues via screen sharing, email and chat. You will serve as an escalation point in support, troubleshooting highly complex issues and taking ownership of technical escalations, ensuring effective and efficient resolution without delay. 

You will work closely but not exclusively with the customer organization, product managers and engineers, ensuring the effective resolution of reported technical issues, escalations. 

Besides a strong technical foundation, you must communicate well, both written and verbally, operate independently and thrive in the intersection between Customer Support and Technology. To ensure support continuity, you may also be required to participate in on-call rotations to cover out-of-hours support. 

It is expected for you to contribute with ideas, initiatives, and best practices to ensure the continued effectiveness and success of the support function with business requirements in mind as we continue to grow. 

The role will expose you to SaaS technologies and environments in addition to growth opportunities personally as well as professionally. 

Responsibilities:  

  • Daily enterprise support to our customers, partners and colleagues, ensuring SLAs are met or exceeded.
  • Escalation point for colleagues and support cases which require additional attention.
  • Incident handling in collaboration with site reliability engineers.
  • Documenting recurring issues in the form of articles, ensuring continued, effective, and responsive support.
  • Proactively contribute to the support team, helping shape support procedures and new ways of working.
  • Participate in on-call rotations to cover out-of-hours support.

Requirements: 

  •  Academic background in Computer Science, Information Technology, or a related field.
  • 3+ years of relevant, enterprise SaaS for example, work experience.
  • Understanding or experience in SSO technologies, MSI package installation, deployment via SCCM/Intune, Citrix/virtual machine environments, Public API and integrations, VSTO add-in and Web add-in, network analysis and the use of developer tools.
  • Confidently navigate Windows and Mac operating systems where Microsoft Office is installed.
  • Strong service-minded approach, who defaults to a customer-centric way of operating.
  •  Detail-oriented, adaptable and natural team player.
  •  Exceptional problem-solving skills, identifying and solving issues quickly and efficiently while delivering an exceptional customer experience.
  • Positive mindset, detail attentive and able to continuously learn.
  • Fluency in English - other languages are a plus.

 Beneficial: 

  • Understanding HTML, XML, JS, C#, log files.
  • Certification or theoretical understanding of Microsoft Azure.
  • Certification or theoretical understanding in ITIL, ITSM.
  • Knowledge of software development and working within Azure DevOps.

Support software stack:

Below are some of the software and environments used in support. 

Zendesk Support and Knowledge, Salesforce, Slack, Zoom, Snagit, Microsoft Office and Sharepoint, Microsoft Hyper-V, Microsoft Azure DevOps, Microsoft Azure for testing, PagerDuty. 

Employee Benefits:   

  • Employee equity program   
  • Comprehensive health insurance   
  • Parental leave   
  • Commuter Benefits   
  • Unlimited time off   
  • 401K guideline
  • Employee Assistance Program   
  • Company discount program   
  • Flexible work environment   

At Templafy, we’re all about building an inclusive culture where talented people come together to spark creativity in a dynamic, collaborative space. Strong relationships and teamwork are at the core of everything we do, and with our flat structure, everyone’s ideas count regardless of your role or experience.  

We’re big on social events that foster connection and build a diverse, empowering community. From celebrating milestones to participating in employee resource groups or eating lunch together, we create space for meaningful team bonding.

Our mission goes beyond just building a product; we’re shaping the future, and we’d love for you to be a part of this epic journey with us.

Compensation   

Base Salary:$100,000-$135,000 annually. Exact compensation may vary based on skills, experience, and location.  

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.

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