Tier 2 Technical Support Engineer
Support - Raleigh, NA
All Open PositionsAbout the position
WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today's overwhelming digital world. Using artificial intelligence, analytics, engagement, guidance, and automation, WalkMe's transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.
As a Tier 2 Technical Support Engineer you will report to a Team Lead and work with Product Managers, Account Managers, Solutions Engineers, Solutions Consultant, and customers on solving critical technical issues. You can quickly assess and resolve complex problems across a broad range of WalkMe offerings (e.g. web, mobile, desktop), 3rd party technologies, and complex enterprise-level integrations.
Current Shift: Monday to Friday 8:00am - 5:00pm, or 9:00 am - 6pm ET
What You'll Do
- Resolve technical escalations, including identification of root cause and issue resolution
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Provide technical mentoring to Tier 1 Support Agents
- Set up our Tier 3 team for success
- Provide well-thought out direction to help customers deploy and maintain the WalkMe products
- Author and review knowledge base content to promote support scalability and improve self-service capabilities
- Provide feedback within the organization about issues that can be addressed before they become serious or widespread
- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement
What You'll Need to Succeed
- 2 or more years of experience in customer support, technical support, system administration or a related customer-facing role, with at least 2 years in a technical role
- Knowledge of HTML, CSS and Javascript
- Experience in developing and debugging client-side code using browser tools
- Experience supporting SaaS applications
- Passion for solving customer issues and advocating for their success
- Excellent relationship with management and ability to provide stellar customer service in multiple forms (written, conference calls, in-person)
What You'll Love About Us!
- Full health coverage for employees, WalkMe pays 100% of employee premiums and 50% of family premiums, a 401K program, and a vacation policy to encourage a healthy work-life balance.
- WalkMe offices are Work From Home during COVID-19 with frequent virtual social activities to promote positive employee engagement
- WalkMe celebrates our Fifth year on the Forbes Cloud 100 2020 List, and our CEO, Dan Adika, shares his insights into WalkMe.
- WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.
TO ALL RECRUITMENT AGENCIES:
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
Check out our place in the best companies to work for Here
Check out our office culture https://www.facebook.com/lifeatwalkme/
