Technical Support Engineer

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

Podium is seeking the next candidate to join our amazing Technical Product Support team. The Technical Product Support Specialist is a critically important role for Podium as we continually develop products and scale our customer service offerings. Sitting with our Product Support team, your primary responsibilities are to own specific products from a technical perspective, ensure quick escalation and resolution of issues, effectively report feedback and feature requests, provide internal documentation and training to the broader Customer Experience teams with best practices and comprehensive detail - the true 360 degree company expert in the given product(s). You will work closely with cross-functional teams such as Product, Engineering, Customer Success, Onboarding, and Product Support to ensure we provide the highest level of service and resolution to our customers, aligned with the goals of being the overall Voice of the Customer at the company, optimizing processes, and maximizing net retention.

The ideal candidate thrives on helping local businesses solve their problems, drives innovation, and is confident in ambiguity. While this role is not purely customer-facing in nature, you will be involved in escalations and resolution, and will join customer meetings when appropriate. Technical Product Support Engineers will report directly to the Technical Product Support Manager.

What You Will Do :

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
• Serve as a point of escalation, vetting the legitimacy of product-related issues in Support
• Develop a system for feedback loops in close collaboration with the Product team
• Build an efficient and effective system of troubleshooting, documentation, escalation, and prioritization of product-related issues or requests
• Create internal documentation of our products and processes
• Train the broader Support teams on our products, new features, and best practices
• Maintain open communication channels within the broader Support and Product teams
• Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
• Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
• Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
• Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

What You Should Have :

Benefits

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.