Production Support Engineer - West

😎 Our Culture Quantum Metric's number one objective is happy people, diverse and inclusive culture.  We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.  

As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges + games, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.  

We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

🚀 About the Role You'll be part of our production support team, providing world-class support to our customers. You'll achieve expert level knowledge of product capabilities and configuration options. Equipped with this knowledge, you'll respond to support inquiries, share knowledge, and help customers solve problems. You'll partner with platform engineering and customer success teams to diagnose issues and ensure top customer concerns are prioritized. You will innovate and solve new problems every day.

This role is perfect for experienced support engineers who want to grow their skills with new technologies, learn from and be mentored by experienced leaders, and gain real-world experience in the Digital Intelligence space. If you're motivated and aspire to eventually move into a senior role in Product Support, Sales Engineering, or Customer Success, this is a great place to start.

🔧 Responsibilities

• Research and resolve support inquiries from customers and internal stakeholders
• Lead live customer troubleshooting sessions using screen sharing technology
• Respond to tickets within SLA required timelines and provide regular updates via written correspondence
• Attend customer meetings, as required, to provide ticket status and explanations
• Document solutions in the customer facing support Knowledge Base as part of Knowledge Centered Support

💡 Requirements

• 1+ years experience in a customer facing technical support role
• Bachelor’s Degree in Computer Science, Software Engineering, Information Systems or equivalent technical training
• Experience with SQL, JavaScript, CSS, HTML and React
• Familiar with Modern CSS Frameworks and Libraries
• Solid Understanding of the HTTP Request / Response Cycle
• Experience with a support ticketing system (Salesforce, Zendesk, Jira etc.)
• Excellent written communication skills
• Ability to professionally manage conflict or challenging situations with enterprise customers
• Experience with Knowledge Centered Support methodology
• Able to manage a large volume of tickets in a timely manner
• Compensation: $72,000 - 93,000