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Associate Technical Support Engineer - job 1 of 2

Box is a leading Content Cloud company focused on helping organizations manage content securely and efficiently. They are seeking a Technical Support Engineer who excels in customer interactions and can provide expert guidance on their product suite.

Skills

  • Technical support experience in a SaaS environment.
  • Strong communication skills for diverse audiences.
  • Ability to multi-task and work under pressure.
  • Experience with help desk software.

Responsibilities

  • Troubleshoot and provide technical support for Box products.
  • Act as a liaison between customers and internal teams to resolve issues.
  • Mentor other team members and help build their technical knowledge.
  • Participate in on-call rotation and manage escalations.
  • Optimize customer use of Box products.

Education

  • 4-year degree in Computer Science or Engineering.

Benefits

  • Equity options available.
  • Healthcare benefits provided.
  • Professional development opportunities.
To read the complete job description, please click on the ‘Apply’ button
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Average salary estimate

$70250 / YEARLY (est.)
min
max
$62500K
$78000K

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What You Should Know About Associate Technical Support Engineer, Box

Are you ready to kickstart your career in tech? Join Box as an Associate Technical Support Engineer in Chicago, IL, where you'll play a crucial role in transforming how organizations manage their content. At Box, we are on a mission to empower our customers and improve workflows by bridging the gap between technical expertise and user experience. As part of a renowned team that's trusted by over 115K organizations, including nearly 70% of Fortune 500 companies, you will dive into troubleshooting customer issues and fine-tuning their use of our platform. You'll work alongside Customer Success Managers, Engineers, and Product Managers, gaining valuable insights while mentoring your peers within our unique 'Swarm' support model. Your passion for problem-solving and ability to communicate clearly will shine as you help customers navigate our cutting-edge technologies, such as Box Sign and Box AI. Plus, you’ll have access to ongoing training and opportunities for professional development in areas like tooling and project management! Embrace the chance to grow technically and personally while contributing to customer delight at Box. If you're a team player with a strong desire to learn, we want you on our team. Join us, and let's take tech support to the next level together!

Frequently Asked Questions (FAQs) for Associate Technical Support Engineer Role at Box
What are the primary responsibilities of an Associate Technical Support Engineer at Box?

As an Associate Technical Support Engineer at Box, you'll be responsible for troubleshooting customer issues, effectively communicating with various stakeholders, and mentoring fellow technicians. You'll also optimize user experience by collaborating with internal teams to provide informed feedback on our product offerings.

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What qualifications are required for the Associate Technical Support Engineer position at Box?

To qualify for the Associate Technical Support Engineer role at Box, candidates need a 4-year degree in Computer Science or Engineering, or equivalent experience. Additionally, 2-3 years of experience in a Product Support role within a SaaS company is preferred, alongside familiarity with tools like Splunk and help desk software.

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What skills are essential for an Associate Technical Support Engineer at Box?

Key skills for success as an Associate Technical Support Engineer at Box include exceptional communication abilities, empathy for customer interactions, the capacity to work in a fast-paced environment, and a strong desire to learn. Experience with troubleshooting, network analysis, and systems support is also beneficial.

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What kind of training and development opportunities does Box provide for its Associate Technical Support Engineers?

Box is committed to professional growth, offering training on various topics such as web development, project management, and other technical areas. Associate Technical Support Engineers will develop their expertise while collaborating with internal teams and handling escalations.

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How does Box foster a collaborative working environment for its Associate Technical Support Engineers?

At Box, collaboration is key. The Associate Technical Support Engineer role operates within a 'Swarm' model that promotes teamwork across different tiers of support. This allows for collective problem-solving and ensures that customers receive the best possible support.

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Common Interview Questions for Associate Technical Support Engineer
How do you approach troubleshooting a technical issue for a customer?

When troubleshooting a technical issue, I start by gathering as much information as possible from the customer to fully understand the context. Then, I analyze the data to isolate the problem. My next step is to consult relevant resources and, if necessary, collaborate with colleagues to identify a resolution or workaround.

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Can you describe a time when you turned a dissatisfied customer into a satisfied one?

Certainly! I recall an incident where a customer was frustrated with a persistent login issue. I listened empathetically to their concerns, assured them I was on it, and quickly diagnosed the problem. After resolving it, I followed up to ensure everything was working smoothly. They were grateful for my dedication, turning their anger into appreciation.

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What steps do you take when you encounter a technical problem that you're not familiar with?

If I encounter a technical problem I'm not familiar with, I first conduct some preliminary research to understand the issue better. I review documentation and online resources, and if still stumped, I reach out to team members with relevant expertise. Collaborating often leads to quicker solutions.

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How do you prioritize multiple customer issues that come in at the same time?

I prioritize customer issues based on urgency and impact. I evaluate which issues affect the most users or crucial business operations and address those first. Clear communication with all customers about the timeline helps manage expectations while I work through the queue.

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In your opinion, what is the most critical skill for an Associate Technical Support Engineer?

I believe that communication is the most critical skill for an Associate Technical Support Engineer. The ability to translate complex technical jargon into accessible language for non-technical users ensures that customers feel supported and understood, ultimately leading to better service.

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How do you ensure you're up to date with product changes and updates?

To stay current with product changes and updates, I regularly review release notes, participate in team meetings, and engage in continuous learning through training sessions and e-learning platforms. Networking with colleagues and listening to feedback also provides insights into how changes impact customers.

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Describe your experience with help desk software and how you utilize it in your role.

I've used help desk software extensively, particularly for tracking customer queries and managing workflows. I find it invaluable for documenting ticket details, setting priority levels, and ensuring timely follow-ups, which helps in maintaining organized and efficient support.

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Can you give an example of a time you mentored a team member?

Sure! I once mentored a new hire struggling with troubleshooting techniques. We went through a few cases together, and I shared strategies for gathering customer information effectively. Their confidence grew, and they quickly became a reliable team member, which was rewarding for both of us.

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How would you handle a situation where a customer's issue has been escalated multiple times?

In such a situation, I would first apologize to the customer for the repeated escalations and make sure to listen carefully to their frustration. Then, I'd quickly analyze the previous notes to identify gaps and dive deeply into resolving their concern more effectively this time.

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Why do you want to work as an Associate Technical Support Engineer for Box?

I'm excited about the Associate Technical Support Engineer position at Box because it allows me to combine my technical skills with my passion for customer service. I admire Box's commitment to innovation and collaboration, and I'm eager to contribute to a team that truly makes a difference in how organizations manage their content.

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Box is the market leader for Cloud Content Management and our mission is to power how the world works together through a single platform for secure content management, collaboration, and workflow.

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BADGES
Badge ChangemakerBadge Diversity ChampionBadge Family FriendlyBadge Global CitizenBadge Work&Life Balance
CULTURE VALUES
Customer-Centric
Dare to be Different
Diversity of Opinions
Feedback Forward
Take Risks
Growth & Learning
Transparent & Candid
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$62,500/yr - $78,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 16, 2025

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