Technical Support Engineer

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Job description

Document Crunch is seeking a full-time Technical Support Engineer to join our energetic and tight-knit team. You'll be working with everyone in the company to provide excellent support to our customers and great visibility into the customer experience to our product and development teams.

What makes a great place to work?

We're cutting-edge innovators. We're changing an industry. We're making a real difference. Document Crunch builds AI-powered software tools for the built world. As the construction industry's only document compliance platform, we simplify complex construction contracts and project documents, identifying critical risk provisions and providing teams with real-time guidance to make great decisions and comply with contractual obligations throughout the project lifecycle. We empower the industry, make it more efficient, reduce risks, and protect profits. Our company is people-focused and values-driven. We know that to achieve great things, you need a great team, and our "CRUNCHERS" go above and beyond in everything they do. In addition, everyone on our team stays true to our core values, a must if you'd like to become a Cruncher.

We Are Warmhearted

Our success is powered entirely by our people who are real and approachable. We foster an environment that is warm, fun and welcoming for everyone.

We Are Inspired

We care deeply about our mission and are inspired by our potential. If it was easy, everybody would do it, but we are striving for greatness. We take pride in being owners in this journey.

We Are Growth-Minded

Life is short and we want to make our time count. We invest in growth-personally and professionally. We never stop chasing our why.

Key Responsibilities:

Customer support via phone, email, and chat

First and second level investigations of customer and employee reported problems

Documentation of customer interactions

Clear and thorough documentation of bug reproduction steps, customer requests, and troubleshooting articles

Perform customer onboarding activities as needed

Demonstrate product capabilities

Maintain database of customer issues to help guide product and development decision making

Testing pre-release features and bug fixes to ensure they meet customer expectations

Be the voice of the customer within the company

Requirements

Skills and Qualifications:

Excellent oral and written communication skills

Strong customer service ethic

Strong understanding of web application frameworks and infrastructure

Proficiency in diagnosing and troubleshooting browser-side and server-side issues

Comfort communicating with both technical and non-technical stakeholders

Preferred Qualifications:

Experience providing technical support for a web application

Programming experience

Experience supporting Microsoft Word Add-Ins

Experience supporting email delivery services

A strong desire to resolve users' issues and get things done

Excellent organizational skills

We are currently hiring in our Austin, TX Hub. While we are a remote first workplace, we want Crunchers in this location to better facilitate periodic in person meetings, get togethers and trainings. Periodic travel may be required.

Benefits

Competitive salary and benefits package.

Close to the ground floor of an incredibly high-growth business

Substantial internal growth opportunities and emphasis on personal & professional development

Generous paid time off policy

World class medical, dental, and vision benefits

401k

Participation in the employee stock option program

Open-minded and collaborative work environment with a focus on results

We value diversity, equity, and inclusion in everything we do. It is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, marital status, veteran status, age, disability, pregnancy, sex, sexual orientation, gender identity or any other legally protected category

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