Technical Support Engineer (Remote)

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.     

Our values, which reflect our view on what’s important and what’s right, include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.     

Our Technical Support Engineer serves as a technical resource to the Customer Support,  Customer Success, and Implementation teams to ensure a seamless customer experience during onboarding and the entirety of the customer lifecycle. In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the Engineering team to remediate.   

Who you are:    

You are a highly motivated, organized team player who is passionate about both technology and customer service. You are a self-starter who enjoys a challenge, loves digging in and getting to the root of issues, and thrives in a fast-paced environment supporting fellow employees.  

What you get to do every day:     

• Act as level three technical support for the Customer Success team, helping troubleshoot & recreate customer issues to determine root cause 
• Troubleshoot and debug web-based software using browser developer tools and internal logs  
• Build technical proficiency across AlertMedia products and supported integrations. Share knowledge with others as appropriate through the creation of technical notes and/or training documents  
• Work with Customer Success Managers and Engineering team to accelerate the transition from post-sales to onboarding  
• Effectively manage customer expectations - develop, foster and maintain trusted advisor relationship to establish and maintain credibility  
• Develop, foster and maintain effective working relationships internally through collaboration with Engineering and Product Management as an advocate for customer feature requests and identification of product improvement opportunities  
• Contribute to AlertMedia’s culture, values, and vision for the future     

What you bring to the role:     

• Experience with Amazon Web Services (AWS)  
• Experience with REST APIs  
• Intermediate or higher SQL knowledge 
• 3 years + advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution  
• Experience with Python, Javascript, Bash or similar language a plus 
• Technical experience in an Enterprise SaaS company a plus  
• Working with Windows IT-related concepts, such as file system, registry and Active Directory a plus 
• Exceptional written and verbal communication skills  
• Motivated by customer success and willingness to roll up sleeves to exceed customer expectations  
• Strong listening skills with the ability to work with a variety of customer profiles     
• The desire and ability to learn and be coached     
• This position is not eligible for visa sponsorship  

Why you’ll love working at AlertMedia:   

• Competitive Base Salary + Company-Wide Bonus program   
• Generous and flexible time and parental leave policies   
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!   
• 401K with a generous company match  
• Amazing rewards and incentives – we love celebrating each other!   
• Commitment to community service with opportunities to give back    
• A Best Places to Work company 9 years in a row and numerous other national awards   
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails   
• Ongoing career development opportunities with our Learning & Development team  

About AlertMedia:   

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.   

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.    

Come join us in our mission to save lives and minimize loss through effective communication.   

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/