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Technical Support Engineer

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Lattice

16d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • San Francisco
    Remote

AI generated summary

  • You have strong communication skills, a passion for customer success, a data-driven mindset, a knack for process improvement, and expertise in SQL, integrations, and database administration.
  • You’ll troubleshoot tech issues, manage cases, enhance processes, prioritize bugs, lead feedback projects, partner with teams, respond to incidents, and travel occasionally for team events.

Requirements

  • Your stellar communication skills enable you to effortlessly translate technical information into easily digestible solutions
  • You possess a genuine passion for ensuring our customers achieve both personal and professional success
  • You eagerly leverage data insights and anecdotal feedback from customers to continually elevate the quality of our interactions
  • You thrive on process improvement initiatives, constantly seeking innovative ways to enhance our operations and anticipating "What's Next?"
  • Your proactive approach drives you to identify and implement effective solutions
  • You demonstrate robust skills in SQL, integrations, and database administration

Responsibilities

  • You’ll keep in close contact with front-line feedback by helping customers troubleshoot technical support topics; including HRIS and SCIM integrations, SAML, SSO, API, and SFTP through live chat, email, or phone
  • You'll independently manage technical cases to ensure prompt resolution
  • You'll improve processes based on data insights, focusing on documentation and engineering tasks
  • You’ll support the prioritization of engineering bugs and tasks and balance the needs of our customers
  • You’ll lead product feedback projects to improve operational efficiency
  • You’ll be a dedicated product partner with our Engineering and Product team to provide a customer-centric perspective
  • You’ll be a part of our Customer Care on-call incident response team and work with engineering on resolution communication to internal teams
  • May require 5-10% travel to allow individual teams and departments potential in-person events to strategize and team building

FAQs

Do we support remote work?

Yes, we support remote work but in a hybrid format.

What are the primary responsibilities of a Technical Support Engineer at Lattice?

The primary responsibilities include troubleshooting technical support topics like HRIS and SCIM integrations, managing technical cases, improving processes based on data insights, supporting prioritization of engineering bugs, leading product feedback projects, being a dedicated product partner with engineering and product teams, and participating in on-call incident response.

What skills are required for this position?

Required skills include strong communication abilities, a passion for customer success, proficiency in SQL, integrations, and database administration, along with a proactive approach to identifying and implementing effective solutions.

Is travel required for this position?

Yes, this position may require 5-10% travel for potential in-person events to facilitate team building and strategizing.

What type of benefits does Lattice offer for this role?

Lattice offers a range of benefits including medical, dental, and vision insurance, life insurance, wellness apps, paid parental leave, paid time off, commuter and parking accounts, retirement plans, and various stipends for workplace amenities and home office setup.

What is the estimated salary range for this role?

The estimated annual cash salary for this role is between $69,000 and $101,500.

Does Lattice have a commitment to diversity and inclusion?

Yes, Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment, fostering an inclusive community and an environment free from discrimination, harassment, and retaliation.

How does Lattice enhance customer support processes?

Lattice enhances customer support processes by leveraging data insights, advocating for customer needs, and contributing to ongoing projects aimed at improving support tools and operations.

What tools and platforms does Lattice offer to help employees succeed?

Lattice provides a people success platform that includes performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning to aid in employee development and engagement.

Lattice

Lattice is a people success platform that empowers leaders to build engaged, high-performing teams & winning cultures.

Technology
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

Lattice is a people success platform that empowers leaders to build engaged, high-performing teams that inspire winning cultures. With Lattice, it’s easy to launch 360 performance review cycles and engagement surveys, keep track of OKR/goals, gather real-time feedback, and encourage manager 1-on-1 meetings. At Lattice, we're on a mission to make work more meaningful. If you want to make an impact and are excited about how people strategy can drive business strategy, we want you.