Who are we?
ALM Works is an established software development company that focuses on developing best-in-class applications for Project and Portfolio Management. Our flagship product Structure for Jira is one of the most popular plugins on the Atlassian Marketplace. We have the privilege of serving over 4000 clients, many of which are among most well-known companies in the world: NASA, Google, Adobe, Intel, Sony, Disney, Netflix, Toyota, Twitter - to name just a few.
We are a small company with proven success record and big plans. We are expanding our team of passionate, tenacious, and solution-driven individuals for our growing office in Newton, MA.
What is the job?
We are looking for a Senior Customer Support Engineer who would bring a combination of technical and communication skills, along with a strong work ethic, advanced troubleshooting skills and desire for collaboration with customers, partners, and fellow colleagues. You will tackle a wide variety of support-related tasks including answering product related questions, troubleshooting customer issues, helping customers with solutions they build and many more. You will also be helping your colleagues with more complicated tickets - the ones that require more technical expertise as well as the ones requiring strong soft skills.
The ideal candidate must be a self-driven quick learner with good technical aptitude and a focus on the customer. The candidate should have the ability to master a complicated software product, explain sophisticated concepts in a clear language, analyze use cases and provide optimal solutions.
While the job is very hands-on and you will be working with customers directly, ability to mentor other team members would be a big plus. You will also have an opportunity to contribute to the development and the improvement of the best practices in all areas of customer service. This position could be a great starting point for someone who would like to eventually become the Head of Support.
What do we offer?
- A highly collaborative culture based on honesty, respect, and kindness
- An environment that welcomes initiative, creativity, and constructive feedback
- Being a part of a small team of highly skilled motivated professionals where every person matters
- Potential for personal development and growth
- Comfortable office environment with modern amenities
- Company paid trips to conferences, trade shows, and corporate retreats
- Competitive compensation, health insurance, short-term and long-term disability insurance, as well as generous PTO allowance
What are the responsibilities?
- Serve as an ALM Works products' expert for customers, partners and team members
- Process incoming support tickets following the established guidelines and procedures
- Conduct calls with customers when necessary
- Reproduce possible bugs reported by customers and submit them to the internal issue tracker
- Collect feature requests and communicate them to the product management team
- Resolve difficult situations while maintaining good relations with the customers
- Contribute to the company knowledge base
- Handle customer requests on a public forum
- Mentor junior colleagues and onboard new team members
What are the requirements?
- 3+ years of experience in technical support or similar roles
- BS/BA degree
- Strong client-facing and communication skills
- Ability to quickly and independently learn a software product
- Ability to communicate sophisticated concepts using simple language
- Ability to resolve conflicts or say no while maintaining great relationship with a customer
- Attention to detail, multitasking skills, ability to work productively without supervision
- Experience working with Jira, Confluence and other Atlassian products is a plus
- Solid understanding of traditional and Agile software development methodologies is a plus
- Fluency in spoken and written English
What we are NOT looking for?
- Part-time employee
- Remote/working from home employees
