Job Description

SmartX’s managed accounts technology is powering the next generation of wealth management platforms for financial advisors. When our clients encounter issues, they turn to the SmartX client support team. Our goal for the technical support engineering team is to help our client’s technical teams find and implement solutions as quickly and compassionately as possible in order to keep their applications running smoothly, their end users happy, and their operations humming along. We are looking for a technical support engineer to help us quantify the impact and scope of these problems, identify the root cause, and when there’s not an immediate solution, collaborate with our Product Engineering teams to find a resolution. 

As a technical support engineer, you will manage issues from start to finish, ensuring that all stakeholders have up to date information during the process. We are looking for individuals who are naturally empathetic and collaborative, technical in nature, and can work through problems in a logical progression. You will be collaborating directly with our engineers, product managers, client success team, and customer support personnel internally and working with both technical and non-technical clients. Therefore, we need an individual with a strong technical background and a fundamental understanding of API driven products. 

What you'll do:

  • Investigate issues, including root cause analysis, symptom description, and quantifying the severity
  • Setting up clients for success by answering questions, troubleshooting issues, and acting as a subject matter expert
  • Serve as the initial contact for technology related issues from clients or other employees
  • Assist our client success team in building Troubleshooting and How To guides
  • Monitor our Service Desk ticket tracking system to respond to problems identified by users in a timely manner.
  • You will be our first Technical Support Engineer, so we are hoping you will evolve into a team leader as we build this team out by creating standard practices and shaping the support process around our strategic goals

What we're looking for:

  • 2+ years supporting clients, ideally for SaaS based product or in the enterprise software space
  • Experience with reading and writing code in a few different languages or a really deep familiarity with one particular language
  • Fundamental understanding of modern web services / APIs / cloud infrastructure
  • Ability to communicate successfully with clients and handle customer inquiries
  • Ability to troubleshoot problems, research, and find answers to consumer questions
  • Ability to communicate with other teams to properly escalate client cases
  • Ability and desire to learn quickly and adapt to new technologies and changing products
  • Team player who also works well independently
  • Self starter who is excellent at problem solving
  • Ability to assess and provide proactive advice or solutions
  • Excellent written and oral communication skills
  • Ability to multitask and self manage their workload
  • A bachelor's degree in computer science or related technology field is preferred
More Details
Employment Type: Full Time
Location: Austin , Texas , United States
Experience Required: Mid-Senior Level
Date Published: 24 Jan 2021
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