Customer Support Engineer

About LeapXpert

LeapXpert is a responsible business communication pioneer, bringing peace of mind to enterprises through compliant and secure communication solutions. The LeapXpert Communications Platform empowers employees and clients to communicate on consumer messaging apps and voice channels in a compliant, governed, and secure way.

We are a truly global, mission-driven, fast-paced startup. Our product has won numerous innovation awards, our ecosystem partners are household names, and our growing base of Fortune 500 customers use our product daily to better communicate with their clients.

We were recently named a Gartner Cool Vendor after raising a $22M Series A+ round led by Rockefeller Asset Management and joined by Uncorrelated Ventures, the Partnership Fund for New York City, and a strategic investor.

As our business continues to grow, we’re looking for incredible people to join us at our New York City headquarters, as well as our London, Tel Aviv, Vietnam, Singapore, and Hong Kong offices. (And if you’re not nearby, apply anyway! Remote work may be possible.)

About the role

The Customer Support Engineer(s) involves performing operational activities in a support center, including customer system operations, maintenance, documentation, and software release management. The responsibilities include taking ownership of customer issues, coordinating with various departments for efficient issue resolution, identifying and sharing process improvements, and providing assistance to customers as needed. The position also entails reporting, tracking, and monitoring defects, investigating, and isolating causes of defects, collaborating with development teams, and working closely with engineers to design, delivery and support strategies.

• Title:Customer Support Engineer
• Function:Support Engineers
• Reporting: Director of Customer Support
• Location: Atlanta, GA
• Salary Range: $100 – 130K (USD) (range based on years of experience)

What you’ll do

• Perform operation activities part of a support center that involves customer system. operations, maintenance activities, documentations, and software release management. 
• Take ownership of customers' issues and follow problems through to resolution. The process involves Identifying, analyzing and report testing results for an assigned incident on production or DEV/UAT environment. 
• Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently. 
• Identifying and sharing process improvements to increase efficiency in customer service operations to manager.
• Helping customers by answering questions, resolving problems, and providing information about products and services. 
• Report, track, and monitor defects in the defect tracking system, provide regular reports of overall performance by customer that includes SLA, Customer health score, CSAT etc. 
• Investigate defect reports from production support, isolate their causes, inform development teams for fixing and retest to ensure adequate resolutions. 
• Work closely with the engineering and development teams to design delivery/support strategies. 
• Work on the interpretation of quality assurance issues and problems for technical and non-technical users. 
• Support on release and feature items delivery directly with customers 

• Participate in on-call rotation to provide support for critical incidents. Might have to work weekends as needed, Day time support 9am -9pm EST. Hybrid in-office schedule. 

Required Skills and Qualifications

• 5+ years of work experience as a Support engineer or in relevant roles, preferably in software space 
• Experience with application support. 
• Deep understanding of fintech software, compliance solutions, and/or Unified Communication products is a plus 
• Exposure to any SaaS platforms, either as an engineer, QA, or testing for web-based and mobile applications will be advantageous 
• A good understanding of the service operations, ITSM tools, and ITIL exposure will be key 
• Ability to effectively manage time, and arrange and carry out multiple tasks of different priorities 
• Experience in developing, and documenting RCA & Knowledgebase articles from incident reports will be a great benefit for the role. 
• Willing to learn and adopt new technologies and skills 
• Good knowledge of testing methodology and tools, and experience with Agile methodology is a plus 
• Technical exposure in any of these will be a plus to be successful in the role – API Development & testing, Working with Web Services, Programming languages like Java, Javascript, Shell script, Technologies like Docker, Kubernetes, Database (NoSQL, SQL), CI/CD: CircleCI, GitHub Action, Jenkins, etc. 

Preferred Skills and Qualifications

• Bachelor's degree or Experience in the software industry/SASS product
• Experience working in a fast-paced, startup environment.
• Ability to wear many hats and juggle multiple priorities simultaneously.

Why join us

You'll have the opportunity to make a meaningful impact by working on groundbreaking, disruptive projects within a dynamic startup culture that values creativity, collaboration, and growth. With a diverse and talented team, we encourage open communication and foster a learning-focused environment where new ideas are valued. We offer competitive compensation, comprehensive benefits, and a commitment to your personal growth. Join us and help shape the future of our industry!

Our values

• Curiosity: We’re curious and future focused.
• One Team: We’re one team, in many colors.
• Customer – Driven: We’re obsessed with the customer.
• Integrity: We don’t compromise on the integrity.
• Excellence: We exemplify excellence

What you’ll get

• Great healthcare plans from day one
• 401k match
• Unlimited PTO in a company that respects your personal time.
• Collaboration with driven, creative people from around the world
• Opportunity to be at the forefront of tech innovation.
• A fiercely inclusive, unapologetically diverse environment

LeapXpert values diversity and inclusion as critical components of our culture and success. We believe a diverse team with various backgrounds, experiences, and perspectives fosters creativity, innovation, and mutual respect. We are committed to creating a welcoming and supportive environment where everyone can thrive regardless of ethnicity, gender identity, sexual orientation, age, religion, or ability. We actively seek to recruit and retain talent from diverse communities and encourage all qualified candidates to apply.   Please submit your resume for consideration.