Technical Support Engineer (Automation)

SharpSpring
Job Description

We are looking for someone that can bring a broad range of technical and user support services to the organization. The Technical Support Engineer will be responsible for resolving technical support queries that come in via phone, email, and chat systems related to our in-house SharpSpring software application. You will also conduct comprehensive bug reports and test applications. Work is performed with little supervision and candidates should possess ample initiative and keen judgment skills.

Are you inquisitive and attentive when people present you with their questions or issues? Do you enjoy troubleshooting and solving problems with special attention to customer needs? If you answered yes to these and you are interested in joining a growing, dynamic, and successful tech company where your work makes a significant impact on the entire organization, then we want to talk to you!

Responsibilities

  • Provide technical/software support to SharpSpring Customers via email, chat, phone, or video call 
  • Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases while maintaining the quality of support provided
  • Identify, test, and report software issues to senior support staff using JIRA
  • Formulate alternative or unique solutions to help customers achieve their goals
  • Work with internal teams to identify gaps regarding customer experience and grow our knowledge base

Person

  • You are comfortable working with a SaaS solution and supporting customers who utilize it
  • You can communicate clearly in verbal and written form to a variety of audiences
  • You are comfortable and effective in presenting ideas and information to stakeholders
  • You are familiar with case management systems like Zendesk
  • You enjoy thinking critically and are not daunted by complex situations
  • You are naturally inquisitive and curious, which makes you a creative problem solver
  • Self-driven to succeed in current position, as well as driven to excel in overall career
  • You have great self-awareness and are able to take initiative and prioritize effectively

A plus if you...

  • Are bilingual (Spanish/Portuguese)
  • Have a working knowledge of HTML and CSS
  • Enjoy working with Javascript and Native Forms

Who We Are

SharpSpring is a Gainesville-bred, cloud-based automation technology platform for marketing agencies and small- to mid-sized businesses (SMBs) that rivals top competitors with its features, functionalities, and performance. We pride ourselves in knowing that our product is powerful, affordable, and accessible for everyone. Our team has grown to over 200, with 25% working from home offices across the country. We’re looking for people who like working in small teams, but are excited about being part of a fast-growing organization and enjoy the benefit of a flexible work environment.

 

SharpSpring Is for Everyone

We're more than just a tech company. We're real people, with real perspectives and deep respect for what makes you, you. We believe that every individual has the power to open minds, make an impact, and inspire change. Our goal at SharpSpring is to be inclusive, intersectional, and intentional about how we foster equity both at work and in our local and global community.

Contact Information