Location: Boston,MA, USA
The Role
At Duco, the Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You'll be a client-facing technician, working directly with many of the most significant institutions in the financial services industry, including banks and investment houses.
This role is central to almost every other team in the company. You'll be working directly with Engineering, including Software Developers and Platform Infrastructure Engineers, as well as the Product Team and commercial teams including Customer Success, Sales, and Professional Services.
This role requires you to work 9-5 mountain timezone. We are unable to progress your application if you are unable to do this.
Primary Responsibilities:
* Registering, prioritising, and documenting all tickets reported to the Support team using the relevant tools following the incident management procedure
* Investigating and conducting root cause analysis into reported issues using a variety of tools. Providing technical support to our clients
* Communicating and coordinating issues affecting customers internally and directly with end-users. Managing customer escalations, and expectations and communicating with various stakeholders
* Understanding customer needs including relevant features and configuration requests
* Conducting calls with customers to help them and manage the case until it's fully resolved
* Participating in knowledge sharing among colleagues
* Translating business needs into technical language (and sometimes back again!)
* Weekend on-call may be required on a rotational basis.
We are looking for someone with:
* 2+ years of experience in customer support with technical products, preferably in SaaS products
* Practical experience querying SQL Databases
* Familiarity with JIRA and Confluence
* Experience working directly with external customers via email, phone, or video
* Superb communication and interpersonal skills, including the ability to provide informative updates to customers and global internal stakeholders
* Willingness to take ownership of issues, including problem-solving and diving deep into the technical detail
* Self-sufficient in researching Support tickets through various methods including technical documentation
* Ability to manage a busy workload and balance multiple priorities
* A positive, flexible solutions and ideas-focused approach
* Willingness to support US public holidays on a rotational basis or provide on-call coverage during out-of-shift hours or weekends
Nice to Haves:
* Networking, troubleshooting, and API knowledge is a plus
* Experience with GitHub, and Kibana is a plus
* Some practical experience in programming languages (Python, Ruby, JS) and any of the BI Tools (eg. Postman, Tableau, PowerBI, QuickView) is a huge plus
Benefits:
* An annual base salary between $80,000 - $110,000 per year based on experience and qualifications
* Success Share or Commission bonus payments
* Healthcare insurance or Flexible Spending Accounts (FSA)
* 401(k) Retirement Plan
* Unlimited annual holiday, because we trust our people to manage their own time off
* Enhanced family leave
* Employee Assistance Programme
* Commuter benefit
* 4 Volunteering days off
* Flexible working policy (2 days per week in office)
* Home working allowance
* Opportunity to work abroad for up to 6 weeks per year
* Personal learning and development opportunities
* Referral bonus if we hire someone great who you've recommended to us
* Spot Rewards
* Employee of the Month and Employee of the Year awards
* Pressure-off Fridays (no meetings)