Technical Support Engineer at Podium

At Podium our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real paying customers. Every day millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.Our work and focus on helping local businesses thrive has been recognized across the industry including Forbes Next Billion Dollar Startups Forbes Cloud 100 the Inc. 5000 and Fast Companys Worlds Most Innovative Companies.At Podium we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass guiding daily behavior and decision-making and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission Podium will be a great place for you!Podium is seeking the next candidate to join our amazing Technical Product Support team. The Technical Product Support Specialist is a critically important role for Podium as we continually develop products and scale our customer service offerings. Sitting with our Product Support team your primary responsibilities are to own specific products from a technical perspective ensure quick escalation and resolution of issues effectively report feedback and feature requests provide internal documentation and training to the broader Customer Experience teams with best practices and comprehensive detail - the true 360 degree company expert in the given product(s). You will work closely with cross-functional teams such as Product Engineering Customer Success Onboarding and Product Support to ensure we provide the highest level of service and resolution to our customers aligned with the goals of being the overall Voice of the Customer at the company optimizing processes and maximizing net retention.The ideal candidate thrives on helping local businesses solve their problems drives innovation and is confident in ambiguity. While this role is not purely customer-facing in nature you will be involved in escalations and resolution and will join customer meetings when appropriate. Technical Product Support Engineers will report directly to the Technical Product Support Manager.What You Will Do:Troubleshoot & resolve challenging issues ensuring customers can easily see value with PodiumServe as a point of escalation vetting the legitimacy of product-related issues in SupportDevelop a system for feedback loops in close collaboration with the Product teamBuild an efficient and effective system of troubleshooting documentation escalation and prioritization of product-related issues or requestsCreate internal documentation of our products and processesTrain the broader Support teams on our products new features and best practicesMaintain open communication channels within the broader Support and Product teamsRecommend and potentially deploy fixes for vetted code-related issues working with Product & EngineeringServe as the Voice of the Customer socializing organized qualitative and quantitative data to cross-functional partners to improve our productsWork cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experienceResolve escalated cases promptly while holding Product and Engineering accountable to established Service Level AgreementsWhat You Should Have:A customer-first mindset with strong empathy and ownership13 years of experience in technical or product support rolesAbility to drive innovation improve processes and thrive in an unstructured or rapidly changing environmentFamiliarity with modern web technologies (APIs web services JSON) and basic comfort with scripting or debugging tools.Strong analytical and data-driven problem-solving skillsExperience managing and triaging customer issues feature requests or product-related escalationsProactive approach to identifying gaps proposing solutions and improving team workflowsBenefitsWork in Podium HQ in Lehi UT 5 days a weekOpen and transparent cultureLife insurance long and short-term disability coveragePaid maternity and paternity leaveFertility BenefitsGenerous vacation time plus three 4-day summer holiday weekendsExcellent medical dental and vision benefits401k PlanBi-annual swag drops with cool Podium gear and apparelA stellar HQ (Utah) gym with local professional coaches and classes offeredOnsite HQ (Utah) child care center subsidized for employeesPodium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender national origin sexual orientation gender identity or expression age disability genetic information marital status or veteran status. Key Skills Database,Jira,Linux,Bank,Java Employment Type : Full Time Experience: years Vacancy: 1